Special discount

I would like to report nedbank for not assisting with a settlement discount. I have previously lodged a prescription complaint against the bank for not contacting over period of three years for payment.The bank has really punish me for a very long time. The last email I received stated that 80% discount was approved dated October 2022. But now the are failing to resent a new discount letter. Today I have spoken to a lady at recoveries Busisiwe Shadu and she told me that if my request was sent to they are admin recoveries 3 weeks back with no feedback. It has been decline and she specifically saying that the bank don't respond to they clients complains or request. I humble myself to the bank to accept my 80% discount as a full and final settlement. The debt was taken 2012 and not sure if induplum was load on the accout.