FNB Debt Review - Credit Card Discounted Settlement Proposal

Hi there, I have been attempting to get hold of the FNB settlements department for 5 days now. I'm currently under Debt Review and would like to settle my Credit Card debt with FNB. On Friday 13 Aug 2021 I did send an email requesting a discounted settlement proposal. I was advised it would take 24 to 48 hours for a response. It has been 5 working days now. Every time I call my Premier banker they transfer me to the Debt review department and then they in turn transfer me to the settlements department. Every time I wait more than an hour for the settlements department to answer, but no one does. Is asif there is no one there in the department? I really just want someone to speak to or reply to my email. Surely it will also count in FNB's favour if I pay my Debt?