FNB service on Credit card

It is a mission to get a settlement amount on your personal credit card from First national bank. We have tried now 3 x times and every time they send us back to another person. I have also send an email 4 days ago without a reply. With Absa bank we have phoned and within an hour they have given us a 50% settlement discount to settle and pay up the card, why can''t FNB do the same.