I want to settle my account with FNB

FNB customer experience is very terrible. Especially, their legal credit card department. They can't be reached on phone or emails. It takes them 3 weeks to answer an email. They also used a company called Daly Credit Cooperation. This company asked me if I would like to settle my account and I said yes. They gave me a 25% discount if I settle the account now. I accepted the discount. Today, they are telling me there's no more discount, FNB did not approve it. Why did they even propose it to me at the first place before asking FNB. All I want to do right now is settle my account. I don't want to deal with their middle man. They just want to make money out of customers. I've been paying monthly but my balance is not going down. I asked for a statement last month but nothing was sent to me till today. This is the worse experience. Even if I go to the branch, I don't get the help I want. They just tell me to email them. Carnival Mall branch.