Doesn't ABSA bank want its client to pay off debt?

I’m incredibly frustrated with the process of trying to pay off my old credit card debt. Despite being ready to settle the amount, I was left on hold for 25 minutes without success. During that time, I was transferred back and forth between the credit card department and credit card collections no fewer than four times before I finally gave up.

To make matters worse, I’ve been contacted by a company called Xcelerate Outsourcing regarding this debt, but every communication from them seems suspicious, making me concerned they might be ****mers.

What am I supposed to do in this situation? Stay on hold indefinitely with ABSA, or risk paying a potentially *****ulent company? I’m eager to resolve this, but the process so far has been needlessly frustrating.