FNB bad service not willing to discuss settlement

I am writing to express my deep disappointment with the response I received regarding my request for assistance to settle my loan. The unwillingness to consider any form of negotiation is discouraging. It has now been two weeks since I have been in contact with Mapule and Mapitse from First National Bank (FNB) EDC Management, and unfortunately, they have not been willing to assist me in reaching a settlement. Despite my clear intention to resolve this matter and settle my account, I have not received the support or engagement I had hoped for.

This response does not reflect the supportive approach that FNB publicly promotes in assisting vulnerable customers who have consistently made efforts to meet their financial obligations.

As a customer who has been committed to paying my debts, I had expected a more engaging discussions. FNB is disappointing, why must I be the one now following up and sending Emails and they don't respond.This is inconsistent with the principles you say you stand for.