FNB "HOW CAN WE HELP YOU" - THEY DON'T HELP YOU!

My FNB account was handed to NBA for collection, and I have requested an Settlement on the account. I couldn't afford the amount and requested a lower Settlement on 15/11/21. I'm still waiting on FNB to authorize/decline the proposed settlement. I've requested feedback from NBA (Genevieve Campher) and FNB (Martha Wesi), but according to them they are still waiting on FNB Management for authorization. How is this possible to wait for 11 days for authorization!