What do i have to do to get a settlement Quote????

I called Standard bank customer care to get a settlement amount of my personal loan which i want to settle. the call center lady told me i would have to go to my branch to get a settlement quote. I went to the branch on my lunch break and the lady at inquiries told me that the amount she cannot help me as the amount that she is going to give me will be different from what the consultants would give me. I went upstairs to the consultants only to wait there for over an hour. All i want is a settlement quote, if its so difficult to get a piece of paper why would anyone want to be a client of standard bank? for goodness sake it can be emailed. as im writing this im on the phone with the customer care and im being transferred from one department to another & still no settlement quote. This is appauling to say the least