Settling an account - you do not qualify for a discount

I have accounts with FNB that is under debt review, when I called to get settlement amounts I was told this would have to be requested, as this would not the same amount as what is owed, because I am settling it, it will be less. 2 days later I got the settlement letter and the amounts are a few rands out from what I actually owe? so why did I have to request a settlement letter? no discount of any sort was given? how is this fair? Surely if i request an early settlement I would qualify for a lower amount? I also bank with FNB and so does the rest of my family?! is this how the FNB customers are treated??