Settlement letter on a judgment

I spent the whole day today being sent from Pillar to post trying to get through to a department that can assist in getting a settlement for a loan account listed as a judgment. If it is that easy for FNB to make life impacting decisions surely there should be a process in place to have these reserved should the needful be done but no-one knew what I was talking about. It was worse than a government department. All I want is to settle this account and have my name cleared.