Terrible service from FNB Personal Loan

I have a problem with one of my accounts and struggled to get answers from FNB regarding a loan on my personal account. I eventually recieved a letter from FNB's attorney and when i contacted them they issued me a settlement agreement on 07.05.2024. However when I requested the banking details from the attorney they advised me that FNB withdrawn my file and i need to contact FNB. On 16.05.2024 i went into the bank in bloemfontein and they connected me to a person in personal loan department with the name Cecil and he was no help at all. i was willing to settle the account earlier and he just told me that he cannot give me a settlement agreement. I cannot acept this as why can the lawyers give me a settlement amount but Cecil at FNB refuses.

I am willing to pay of this debt quick but the only option given by FNB is to pay R90,00 p/m for like 23 years this is ridiculous.

I need someone to contact me regarding this issue ASAP