Settlement discount frustration

I have owed African bank since 2013, my loan with them fell into arrears due to my being in between jobs but i had always made it a point that i make an arrangement and pay even the minimum. The problem now is i wish to settle my account with them and have requested a discount on the settlement due to my financial difficulties and over commitments but i am told by the call centre agents that i dont qualify for a discount, i asked the lady to escalate my request and she blatantly refused. I feel like this is unfair especially considering the fact that they have my payment history and can see that i have tried my best to pay, it feels like they just want to choke me to death, its not nice owing a personal loan for this long. What hurts the most is that they make you hold the line for so long eventually the agents dont even help you, in stead they hang up the phone, i went to a branch and was given the same number to call, so frustrating.