trying to settle

Im really disappointed at what's transpiring trying to get a settlement from FNB which was granted on a 70 percent basis via legal I want to settle now but that's settlement of 70 percent is no longer available, its now only 20 percents was anticipating settling, now I can't, the only reason for the 70 percent not being paid at the time of receiving that letter is because I landed in hospital with covid I now want to settle but the 70 can't be granted as per legal can't anybody shed some light on why I can't get the same settlement from FNB which was granted before used, i called in to enquire and the consultant seem very in a hurry when explain the situation ,i wanted to ask more question but I rather not I'm disappointed none the less with the services want to get my banking on track with FNB but the service is still the same