Can I give -10???

So I was under debt review and paid up my account in full at the end of July. It is October and FNB fails to send out paid up letters where I have been requesting it. Me and the company don't my debt review have been requesting it for the past 2 months. When I requested it again they indicated 3-5 days and then eventually changed to 15 days. What have you been doing the past 2 months FNB????? This is highly unacceptable. Wesbank was able to give it to me within a week and you take 2 months??? Unacceptable. I want the paid up letter today!!!! Please call me!!!!! Will NOT wait longer. You got your money.