Pathetic service

I I am trying to get confirmation on an offer made to me since October, all I get from AB is that we will get back to you. AB is playing games with me as they don’t want me to settle my account. If I settle my loan they will be losing interest and also my business.

If they have records of loans paid received, unpaid loans, why can’t they find a simple call out confirming I was offered a discount as a loyal customer on an early settlement.

Should I take this up with the ombudsman to have my query resolved, should I log a query for reckless lending?