Disappointing service!

I have been trying to get my title deed from FNB for a matter from 1996. I went to the deeds office and was informed that my title deed is sitting with FNB. I don’t know why because the loan was paid off in 1996. When I call and email FNB they don’t even have any records of the loan but they want me to get a lawyer to cancel the bond. What bond?? My house was self built. They have no idea what’s going so instead of admitting that and releasing my deed they are giving me the run around. Every time they send an email, which takes them 2-3weeks, it’s the same generic responses. I need help as I need my title deed urgently.