Worst service ever

I requested a 40% settlement discount for my standard bank loan in January 2025 and emailed all the required documents email was sent to Koketso Tshabalala with an intention to pay in March 2025. She advised me to get back to her once I had money to pay I understood that. Come March 2025 I sent her an email to ask her to proceed with settling process she responded by saying the bank only approved a 35% discount instead of 40%. I accepted the offer and made a payment sent POP to her email and requested a settlement letter and never responded to my email instead her colleague by the name of Thauthane Modiba rep**** and said they cant assist me with settlement letter because the required documents were never sent, I rep**** her saying documents were sent and I still resend them to her she still insist that my payment will not be considered as a settlement amount but it will be taken as a lump sum payment and account cant be closed. Im really dissapointed at the service im receiving at LGR attorneys I feel like im being ****med