Bad service from Laurelen FNB employee

I have been complaining for the past 4 years now and my matter is being handled by Laurelen Vermeulen, my frustration is that she has never answered any of my question and my matter has never been resolved. my first complain I was told that the credit insurance only paid for 3 months of which no one at the bank informed me about that as according to the load agreement the credit insurance was supposed to settle my load. I ended up making payment arrangements as I was still unemployed, they keep changing premiums without communicating with me.

After my last week complain still Laurelen phoned, I asked the bank to give me 50% discount on the current balance so that I can never deal with them ever again and I stated the following reasons. They don't communicate, they just do as they please on my account. I asked how much have I already paid into this account ever since I started paying including the payment from the credit insurance, No answer Can I talk to her Manager, she refused. I have paid lot of money that was supposed to be paid by their credit insurance. After, I have been paying since 2014 all I am asking is a 50% discount from the current balance.