Incorrectly charged

I have no choice than to come here, maybe this is the platform that they prefer to resolve query from, I have requested settlement discount of 50% to settle my account since last week I am doing calls and one consultant confirmed that the 50% discount is already captured on the system under my name, I request her to send me the quote for me to pay, she started saying system is giving her error she will come back to me, I waited for the whole day, I called back the next consultant tell me that she is sending to top managers she will come back to me, my account is on 9000 balance for 10years, and all the money that am paying they don’t consider them it is still on same amount but they keep debiting even today they took money but balance is 9000, even if you paying R50 for 10years balance will never remain the same, this is a ****.