refusal to give discount to settle my account

Foschini has handed my account over as I was out of work and was unable to settle my account. I called the attorneys requesting a discount to settle my account instead I was told that I don't qualify for a discount because I have been making payments on my account. which tells me that they are only willing to give people discount and help people that don't show any interest in paying their account. where people like myself that is trying and making payments they are not willing to help? this makes no sense, I have also asked for assistance but every time I am promised to get a call back but I never receive any feed back. African bank has offered me 50% discount if I settle my account and I have received excellent service from them and Ned bank also delivered great service. I am very disappointed in Foschini and their attorneys!!!