bad service

Hi, I had a home loan acc, I sold the house. I did request for a paid up letter more than 2 weeks ago and they send me a cancellation letter. That letter don't explaine why the home loan was cancelled. I want to make a loan at Capiteck and they don't accept that letter. 7 days back I phone fnb again to email me a paid up letter and every time when yoy phone them you must wait for 24 to 48 hours for them to issued a letter. But still I'm waiting for them to email me a paid up letter. This is so bad what the hell must I do