Worst service received from FNB today

I have been with this bank for almost 10 years, I get paid on this bank. I have taken multiple loans with them and have never skipped a payment. Currently I have 2 loans with them. I called the bank today to get a settlement amount for one of the loans and also asked for discount on the settlement amount. I was told I can’t get a discount because my payments are up to date and I have never defaulted a single payment. Paying my account in time doesn’t mean am in good financial standing, this is just me trying to have a good name with my bank and keeping my credit clear. If you check my bank statement you will see that financially I am drowning and since I will be getting some money in the next few days, I decided to use it towards paying off the loan so I can have some financial relief. This bank doesn’t consider the fact that you’ve been loyal to them as a client. For you to get a discount you have to default on your account first just so they can grant some discount. Weeks ago I sent an email To their complaints and CEO pleading them to give me a consolidation email to pay off my debts and pay only one instalment. I know there debt counsellors but we all know how bad that option is and to date I haven’t received feedback from FNB. If a CEO can’t even acknowledge an email from a client why am a surprised that the subordinates also don’t respond. Yes every business has rules and regulations but a lil discount to a loyal client who’s crying for help wouldn’t take down such a big organisation, such, is building relationships with clients. I don’t miss payments but am financially drowning. Your loans help desk transferred me to collections, the person answered the call and said nothing, but I could her people talking in the background