Cannot get hold of the right people at FNB and all given me different information

I'm at my wits end. I've been trying to call you guys for over 3 weeks now, to arrange settlement quotes on my accounts and it's absolutely impossible to get hold of the right people. The first person I managed to talk to advised me that I could get a discount if I request, I was then advised via email that at this time I don't qualify as I would need to be in arrears for 4 months or more. (I have this on email) so basically I must just not pay my account for 4 months to then qualify. It's so bizarre.

I desperately want to settle my accounts, and ideally with a discount so I can pay them all off. Please can someone help me, contacting you via phone or email is basically impossible.