BAD SERVICE FOR HONORING YOUR AGREEMENT/LOAN TERMS

I have a personal loan with Nedbank I called to request a settlement amount and I have been on a call for 2 hours being transferred from one department t the other. When I finally reach someone from the settlement department they can only give me my balance and not send the settlement letter. I also ask about the settlement discount and I am told that the discount is not offered to customers who are up to date with payments, so it seems like I need to skip the payments to qualify for the settlement discount. So, I spent almost 3hrs on a call that I am paying for and still leave the call without the settlement letter but information that says I need to be a bad customer and not honor the agreement for Nedbank to treat me fair and recover their funds as per our agreement.