Account Settled but FNB Cannot Confirm Payment or Provide Paid-Up Letter

I am extremely frustrated with the lack of assistance and inconsistent information received from FNB regarding the settlement of **account *****.

My first email to the Debt Review Centre ([***](mailto:***)) was sent on **5 March**, and I only received an automated acknowledgement. Since then, I have attempted to follow up through the secure messaging service with the debt review team.

Unfortunately, the responses have been **inconsistent and unclear**. I have been told at different times that the matter would take **24 hours**, **2 business days**, and **5 business days**. Most recently, I was advised to wait an additional **2 business days**, which contradicts the earlier timelines given.

What is particularly frustrating is that **no one has been able to confirm whether the payment has been received or not**, which should be a simple query to answer.

When I check my FNB banking app, the **account shows a zero balance and the settlement amount appears in the transaction history**, which suggests that the payment has already been processed. However, despite this, I cannot get a clear confirmation or an update on when the **paid-up letter** will be issued.

This paid-up letter is required so that I can provide it to my **debt counsellor** to ensure the account is **excluded from the next collection cycle**.

All I am asking for is: • Confirmation that the settlement payment has been received and processed. • An indication of **when the paid-up letter will be issued**. • **Clear and realistic timelines** for resolving this request.

At this point, the lack of communication and inconsistent information from service agents has become extremely frustrating. I would appreciate urgent assistance in resolving this matter.