Terrible customer service

I'm really disappointed with the customer service received from Direct Axis. Im currently on maternity leave and having difficulty with UIF payments. Which resulted in my account going into arrears in November 2020. In December I consulted a family member for financial aid. Who requested that I get settlement from direct axis to see if they can assist me to settle this loan, if its a reasonable amount that they could manage. The settlement amount given now in January 2021 was merely R300 less then the settlement amount they gave in January 2020 for this very same loan, when they offered me an additional loan on top of this loan. As i was told the settlement amount is to much, I requested that they look into a possible settlement discount. All the consultants who was in contact with me after telling them the situation and request for settlement discount they tell me that they'll find out from supervisor/manager for settlement discount and that they will call back. But that's never the case the consultant simply does not return my call everytime a new person calls and schedule a callback but never follows through. Yesterday 25/01/2021 another new consultant phoned I told her the story she said well if nobody phoned back it meant that there is no settlement discount. I mean wouldn't it be professional to call back and tell me this? I explained my situation to her. And her words to me was that I must just find a way to handle my account. How insensitive and unprofessional! I tried atleast to have this account settled and they HAVE offered settlement discount on a loan before without me asking for it. On this very loan aswell when they wanted me to take a top up loan they also offered settlement discount. My issue is that I'm in a financial crises but I tried to find a solution and it feels like they could assist but they refused. Yet when I'm not able to make monthly payments they will harass me with constant phone calls and threats to hand the account over.