Credit Card Paid-up letter delay and dead-end.

I needed a paid-up letter for my FNB Credit Card. I phone ***, tell the agent what I need, he says he can help, then he doesn't help, he just transfers me to another person who cant help either, she then gives me 'the number' to call, and then this number turns out to be the number I dialed in the first place!!!! Very frustrating. FNB if you are listening please help!!!!