Disgusted by Sanlam loans settlement department

July 2020 I thought I could try and settle this sanlam loan. The settlement given was 77k. I couldn't afford it at the time. My installment is over R2800 PM. In the past 11 months I paid over 31k. I requested for a settlement amount and was given a balance of 65k. I'm trying to ask them how do they get to that amount. Dont they write off future interest. Their phone lines always cut off and it's a nightmare waiting for an email response. What I want to know is where did my 31k go? The balance was 144k last year July and the settlement was almost half the balance. Please help me.