Frustrated FNB Homeloan Client

FNB is assisting my client who has just moved to the U.K to sell his house through FNB quick sale, which was bought, my client. I My agency is busy assisting the client who has just moved to the U.K in terms of the shortfall. FNB wealth shortfalls have sent the documentation of the shortfall, though the client wants to know if the shortfall includes the 50% discount that the bank promised to assist with. I haqve been calling and sending mails u**** mail for someone in FNB wealth shortfall to assist. The person that needs to assist is Mpinane Mokoatsi that everyone seems to be complaining about. I need an urgent answer to this simple question.. Is the 50% discount effected with the shortfall letter or not