Disappointed by fnb debt review department

I settled my 2 fnb loaned and credit card account on the 30th of September only for my debt counsel to also make monthly payments on this accounts which meant I'm seating with a credit in my account. On the 3rd of October I called FNB to request for paid up letters so I can send them to my debt counsellor to be cleared since I've settled all my accounts I was advice of the refund process that I needed to send my bank statement and ID copy the refund will be processed in 5 working days. Fast forward to today the 5th November I'm still waiting for paid up letter for one of my loans and I've called FNB more than 8times in this period and have been told so many stories to a point that I've lost faith in them. And whats worse they never even call back even when you get cut of. I even called yesterday and explain to the lady that I need this paid up letter cause I need to get the clearance as me an my wife are in the process of getting bond and she had promised to send it yesterday or today morning the latest. All I want from fnb is my paid up letter.