I Want to settle my FNB Personal loan account and I am not getting much assistance

I have 2 personal loans with FNB. I have defaulted on my payment due to being unemployed and of COVID. This matter has been handed over to a collection agents which I have an arrangement for payment and They frequent send me communication that if I am wilingl to settle my account I do qualify for a discount. I have been trying to contact the collection agency for some time and had no joy until yesterday when I spoke to a agent from MBD credit solutions, he told me that I do qualify for a 20% discount. I ask him will I be able to get a further discount has I want to settle my account, he say yes it has to be authorised by FNB and I need to put through a motivation. So I when through a FNB branch and they helped my by calling the FNB loans department, I spoke to an FNB agent she told me over the phone that the system shows that I qualify for a 30% discount, and I expeplained to her that I want to settle my account is it possible to get a further discount on the 30%, she say she will have to email finance and they will advice. I receive an email this morning that someone from finance has communicated with a the agent that I only qualify for a 20% discount. Which the agent have forwarded the email to me. I asked the agent to please give me a call she reponds a few hours late, that I must call the call center as she does not work with email.

Now am confused. I get told by the FNB agent that the system shows I qualify for 30% discount, and someone from finance says it 20%. My question is where did the agent get the amount 30% discount from.

To get someone to call me it's such a mission I waste alot of airtime holding on.

I want to settle my FNB loan account and no one can assist me. This is very poor service. Its so frustrating. Just to settle my loan account it's such an hustl..