No care for customers

I’m so upset with Absa. I had my credit card account was handed over because of issues I was going through so last week I go to Absa and ask to settle and they had previously offered 50% discount and so I asked if I could get that discount so I could pay. On the 28th they sent an email saying discount is valid till the 30th which was Saturday and I responded thanking them and tried to call but there was no response because the attorneys were short staffed and therefore not working on Saturday. And then on Monday the 1st I’m told that because I sent an email thanking them for the offer and not saying I’m accepting it I then don’t qualify for the discount. This is so crazy because I’m the one who went to the bank and requested for this discount. Nobody trained me on how to respond when it’s their attorneys that were short staffed. How can I not accept an offer that I called and not asked for? And what upsets me the most is that I still want to pay but I’m getting this running around nd this bank is not even considering the fact that we’re going through covid but still trying to do the right thing. I’m so disappointed by this bank and it’s treatment.