Bad service to good payers

I called to settle my account and asked for a settlement discount. Trying to make it less stressful for my family during this time to still have debts to pay. Only to be told I am not eligible for a discount as my account is not in a arears and thete is no lawyers involved. Long story short I need to be a bad payer in order to receive a settlement discount. Being a loyal customer that pays their account on time does not get rewarded at all. What kind of world do we live in!!!