Refusal of basic request

I have 2 outstanding loans with them and was offered a 50% discount . I have the money available and willing to make payments but when I’m requesting a formal settlement quote with their letterhead outstanding amount and banking details they ignore my emails or drop the calls . This seems very suspicious and until the settlement quotes are received I am not willing to make any payments . In this day and age we cannot trust what these call centre agents tell us on the phone and I don’t think this is a ridiculous ask, so the fact they not willing to send this is very concerning and I don’t have money to give away freely we are all struggling in this economy