Bad service

I am so sick and tired of being send from one point to another point . How difficult is it to help me with a paid up letter ??? The loan department helped me less then 10 min . But with the credit department it is a different story. First they tell me i need to log into my app which i struggled because i had to switch phones etc. Then when i went to fnb to help me with the app . I try to log in my banking app without sucess i need my card but i closed my app a long time ago . Then the lady assisted me to call the credit card department . When I spoke to the guy he had a different story . He told me that he need to call the debt review of fnb to help me but they are closed for the day but he said that it will be a process to get my letter . This is one of the reasons why i closed my account because it is always stories . ALL I WANT IS A PAID UP LETTER FOR MY CREDIT CARD THAT IS NOT THAT DIFFICULT