Debt Review: Settled Account Paid Up Letter and Inactive Account Still Visible

I have tried to contact the FNB Debt Review Center more than once already, but all I receive from them is an automated response regarding TAT and response times, I don't even receive a reference number! How is anyone supposed to follow up on a case with just that?

I've had some very bad experiences with call centers in the past so I actively try and avoid them, besides I prefer to have an email trail as evidence for future reference.

Please see my last email below regarding obtaining a paid up letter for a settled revolving loan and the closing of a credit card account that was under debt review (this account has been dormant since 2015 but still shows under Internet banking):

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Good day,

I sent the following email on Friday November 22 @ 12:55 AM and received the automated response below. I have not heard anything from you since.

***** Start of Original Email ******

Good day,

I'm currently under debt review, but I'm nearing the end of my rehabilitation. To that end, I have paid off the Revolving Loan that I had with you, as well as my FNB Credit Card.

The Revolving Loan was, until recently, still visible under my Internet Banking Profile, but has since been removed... I assume it has been closed off on your systems. I have not received any communications from your department however, although I still require a "Paid up letter" for my clearance certificate.

With regards to the credit card, it has been inactive since 2015, and has been settled in full, yet it is still visible under my Internet Banking. Do I need to close it myself and what of a "Paid up letter"? If this is the case, it was never communicated to me.

I urge you to contact me soonest regarding these matters.

Kind regards, Hendrik Johannes Gerhardus Korff ID Number: **********089 Cell: (***) ***-****

***** End of Original Email ******

It is now Wednesday December 11 @ 12:00 PM and your handling of my ticket is completely unacceptable! Am I not supposed to at least be given a reference number so that I can follow up on the matter? I can only assume given your acknowledgement that my case would be treated as a General Inquiry? then according to your TAT below, I should have received a response from you within 5, at most 10, working days!? How complicated is it to simply reply to me with regards to obtaining a "Paid up letter", which I require for my debt clearance certificate, and also to remove a long dormant account from my Internet banking profile?

I await your reply, Gerhard Korff

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This is absolutely ridiculous, I am nearing the end of my debt review and at this rate I will not be able to obtain my clearance certificate.

Thanks