Disappointing Services Levels from a Corporate

Disappointing service, have ask FNB for a paid up letter on my loan and still have not received it, Capitec approves my homeloan but my very own bank declines, how is this possible, I have sent all the proof that is required in order to show them that I paid up all my accounts and its not my fault that the bureau has not been up dated by FNB for a paid up loan from April 2020, this is not fair to a consumer