FNB LACKS CUSTOMER SERVICE

I was put under debt review 6 years ago and after paying FNB for just over 4 of those 6 years my settlement balance on my overdraft still sits more than my initial debt. My question is how is this possible? Consumers go under debt review for assistance in order to bring their financial status to good standing but how will this be possible with the banks not offering lower interest rates. I have emailed FNB numerous times questioning this and they either ignore my emails or reply with a settlement balance letter offering no reduction. This is despicable and I have refused to make further payments to FNB. If this review does not bring the necessary assistance to have this matter resolved I will have no option but to seek other means of assistance.