SETTLEMENT AMOUNT - Not Given and not one Know at store what knows what a settlement amount is

I had an amount of R9278 AND SOME Change owing to MARKHAM and when i went to the Store to Free the account i requested a Settlement fee as i was a couple of Months Behind as i was not meeting the agreed amount per Month , the store told me that they do not have a Settlement fee ??????? , i then called the head for MARKHAM 28/10/2019 and was told by the call centre that The collections department can assist and when i was at the collection dep they Put me through to call centre to give me the Settlement Amount and then from call centre to another lady that tells me that MARKHAM does not offer settlement amounts

i have previously had accounts that i had paid off and went to store an received a settlement amount but Markham Does not offer this WHY???