FNB not replying to requests within their timelines

another absolute pathetic showing from FNB, my credit card is under debt review, I sent FNB a mail in the beginning of May 2025 requesting discount on a settlement for the end of May, I received a email back a week later saying that I need to send a mail again a week before I would like to settle the account, I went ahead and sent the mail as they requested without any reply, its now been 7 days and still no answer on the settlement or on the discount. I've also called the callcentre and they are even less helpful, they cannot even issue a settlement letter, how pathetic has FNB become!!!!