African Bank "NO MORE....." for me..

For the past two months I have been trying to get African Bank to help me as their customer and reduce the settlement amount, to discount me on what they quoted me as a settlement amount but I received a negative feedback (a big NO) from them. I don't understand on why will a big bank like African Bank not want to help one of their customers that is currently going through a difficult time because of the current Covid-19 economic issues.....