ABSA debt review poor service

I honestly do not understand how the debt review process is being handled.

ABSA is currently refusing to provide us with a discounted settlement amount for our vehicle account. We have been paying for this car for over seven years. After the debt counsellors negotiated the monthly instalment, we never missed a single payment for more than five years. Despite this, we are shocked to learn that a very large outstanding balance still remains.

We are now in a position where we want to settle the vehicle account. However, ABSA insists that the settlement request must be made through the debt counsellors. The problem is that the debt counsellors are unwilling to assist us, as we are no longer paying this account through them. We have been paying the account ourselves due to their mismanagement of our profile.

As a result, we are stuck in an endless cycle of emails and phone calls between ABSA and the debt counsellors, with no resolution. We are simply requesting the settlement balance so that we can settle the account and bring this matter to an end.

We respectfully request urgent assistance and clarity on how we can obtain the settlement amount directly, given the circumstances outlined above.