Bad customer service

have 4 accounts with African bank. These accounts are 10 years old. I have been speaking and making payments over 10 years. I have lost my job twice and still I couldn't pay off this debt. Im now at a position to settle at least 3 of these 4 accounts,and if the discount is at a good rate even all 4. I usually received sms's and a spoke to a call center lady last month to whom I made the payment arrangements for R300pm,YOU ARE WELCOME TO PULL THAT CALL. She said to me even if I had R10 000 i can call in to negotiate. Today Ive spoken to Thabile whose telling me I only qualify for 10% discount.. What madness is this,does African bank want to keep their customers held down in bad best so that you can capitalize on the interest???? I need some assistance asap please