Wesbank - early termination fee reversal

I will never bank with you guys ever again, In light of this COVID19 i app**** for relief, i was provisionally approved. I spoke t and agent regarding my car and if i settle it how will it work, i was told that the early settlement fee could be waived in light of the current status. I was sent the letter and i paid my account up. They charged me almost R10k in fees. this money i dont have. been fair all i was asking is half the fee or help me out as a client. they arrogantly refused.