No service given. Settlement amount not honored.

I had taken a covid relief loan in 2020. In December 2021 I was retrenched from work. I contacted FNB at the time for payment arrangements and was informed that the loan was insured and due to the balance of the loan being low the insurance will cover the balance. Since 2024 I started getting calls from the collections dept for the balance, and this has reflected negatively on my credit report. Ive tried explaining that FNB life informed that they will settle the balance but was then told that this loan was not insured. The amount now stands at R7980. In December 2025 I received an sms from Fnb offering a 30% discount as a settlement on the loan. I decided to put this behind me and settle the offered amount. Since December I've been calling FNB in an attempt to get a formal settlement offer so that I can pay this, but this has been unsuccessful. I find myself being transferred from one dept to the next without any assistance. I called in February 2026 again to get a the settlement figured and was told that I would receive response in 2 weeks. After 2 weeks I hadn't had a response so I called again and complained. I received a response last week with only the banking details but nothing about the settlement offer. I responded to the email but have still not received a response. I called again this week and was told that this is being escalated for an urgent response. 2 days have gone by but still no response.