Can I get my prescription letters... why are people at FNB so unhelpful and dumb?

I have been trying to get prescription letters from FNB loans department since August 2025. I have been getting the run around from department to department. I spoke to an agent named Patiwane in the debt review centre, when I asked her about the account numbers, she confirmed that the account numbers that I have given her have indeed prescribed in 2024 and refered me to VBS and personal loans department. 1. I can only email VBS collections as there is no direct number.. this is ridiculous, how can you operate a department without having a valid contact number? They dont even respond to emails... so how am I supposed to obtain this prescription letter?

2. When I emailed the personal loans department, they say that the account is still active and i should contact an outsourced collection company, how is this possible that 2 departments within FNB have very different information. I will not be contacting any other company as the debt review company specifically asked me to contact FNB directly. As per the NCA these accounts have prescribed and by law should be closed, these accounts dont even show on my credit profile, so what is really going on.

I cant visit a branch because they dont know how to help, everything has to be done via email or telephonically and literally it seems like no one knows what the hell is going on.

I need those letters for the accounts listed below. 1.***082 2. ***662

Can someone please get back to me regarding a way forward?