Why motivate for settlement amount?

Consumer Friend is probably one of the worst companies when it comes to customer service. Firstly, your authentication requires so much information which is completely unnecessary. Three questions at most should be fine not 5. Secondly, this is the first time that I am told that settlement amount requests would only be considered upon receipt of a motivation for same. Really? Upon my call to follow up on the email I sent to request a settlement amount, you tell me that the email is not motivation enough and that the SLA to respond is 5 days which changes to business days when I tell you it has been 5 days since my email. I am not sure your name describes you well because you are absolutely not a friend to the consumer.