Poor Service

On the 19/12/2019 I spoke to one of FNB's consultant and I was requesting for a settlement letter. I was assisted by Lesego Malatse and he gave me a settlement discount of 30% which he stipulated on the email that the discount is valid for 3months, contacted FNB numerous times January requesting for a settlement letter and cant seem to get assistance at all. What annoys me with the whole thing is that I even escalated the matter to their complaints department and I have not yet received feedback, the only thing that you get is back and forth.