Make life difficult for good customers

I have a loan and a credit card with African bank and have been a client for years now. I decided that I would like to settle my loan with them..Now this is where the problem started. I logged in to my online account and selected settlement quote and was promptly told that settlement quotes are not available for retention clients. Now my understanding of a retention client is one who has an impeccable record and makes the bank money so obviously they don't want that person to pay off their loan so make it as difficult as possible....it does not end here.. I then mailed African bank and requested a settlement amount letter ,only to be told that i must phone so that they can carry out security checks. i cannot do this as I am in the middle of Africa where I cannot phone. Now ...Please explain to me how you can send me an account statement every month by mail without doing security checks but cannot tell me by mail how much my loan settlement is. All the more reason now to settle all my debt with African bank ...P i s s e d of and irritated.