No rewards just punishment for great long term FNB clients

FNB please help me out here, how can the settlement amount on a personal loan be more than the actual balance? How can you punish a client for wanting to pay you back your money while they're still able to? Shouldn't there be a discount offered? Is this how you encourage clients to take up more debt with you because it's not working. This could just be the straw that finally breaks the camel's back and makes my fiancé change banks because there's no appreciation from you guys!