Account settled but no paid up letter or update to ITC

I settled my account a month ago but FNB is unable to give me a paid up letter or to update on ITC. Their excuses range from not getting my account record from credit bureau to not responding at all. I sent them my credit report from Transunion so that they can see the account in the blacklist and that was the last I heard from them. They say Zanele Masango is assigned to my account but she is no where to be found. I left several phones messages for her and send emails with no response. I just want this updated with or without Zanele surely she is not FNB. If she's unable to help surely her Superiors or colleagues can assist me. FNB is a very big organisation to be taking me from pillar to post. They told me this only takes 7 days but it's a month now.