No reduction in settlement loan amount at African Bank

My wife has a consolidated loan agreement with African bank. She wants to settle the account and called the operator. The operator informed her that she cannot settle the account which she has for almost two years now. This is it the first time that we heard that a loan amount cannot be settled. Instead, she was told that she can pay half of the loan and that her montly payment can then also be halved but the term will remain the same. This is a total ripoff. Please assist, help or give advise where i can report the institution.