why a hassle to get a settlement offer?

My Nedbank card account was handed over for collection to Norlam attorneys. I sent a request for a settlement offer and discount to Violet at Norlam who advised me that she sent my request to Nedbank for a Recon Statement and settlement. This request was done on the 30th of July. Since July, Violet only received the recon statement from Nedbank yesterday but the statement does not include the debit order payment which was made to Nedbank earlier this month. The statement only shows payments of up to last month and Nedbank has not at all issued a settlement offer. All I want is to settle the account and with the help of Nedbank to meet me halfway by offering a settlement discount as their client. Is this too much to ask for? Can somebody please assist me with a proper settlement offer showing the correct figures?