Worst service from collection team

Very poor service provided by a collections team agent under management of Branda Mhikize, agent letty, agent doesn't know the processes and how to help customers and get a customer a discount to settle the loan cause it's a new loan and I have been paying every month, consultant refused to transfer to a manager and they communicate via teams which the manager takes forever to get back and doesn't want to call me, so please can someone from African bank assist me