Settlement amount same as balance amount

I am a VIP customer for more than 29years. I have been asking for a settlement amount for a month and they always give me a balance amount to pay. I want to settlement a loan 18 months before it's finished and they refuse to give me a discount. I spoke to their agents and seems like they don't know why the balance is the same as settlement. Everytime I phone they promised to phone me back. I have been begging for a settlement and no one seems interested in helping me. It is not the fist time I settlement the loan and last time there,was a huge difference when I settled the loan.