Unhelpful

I am really disgusted at the service I've been getting from African bank. On 2 occasions I emailed you for assistance with maybe a discount or reduction as I would like to settle my account, well the first time I got a response which doesn't even make sense and the second time I didn't even get a response. on the statements you send you have a message at the bottom "STRUGGLING TO MAKE PAYMENTS? LET US HELP YOU! ***." well clearly you not in the business to heko because the consultant did not even give me an option for arrangement nothing, I was told that I need to pay my installment including an additional R 500 or R 1000 to square up the arrears, THAT IS NOT HELPING ME IN ANY WAY!!!! I'm trying to get my account paid and closed but no one is bothering to go further and assist