Disgusted service from FNB

I have never ever received such unprofessional, pathetic service in my life. On 1 February 2021 I was offered a 30% discount on my loan account. I paid the amount outstanding and requested a paid up letter. Up until today I haven't received any feedback from fnb. I have to do regular follow ups because they don't even have the decency to follow up. Whenever I follow up they just say it's been escalated to their legal department. 2 months! That's absurd. They were quick to get their money but up until now I haven't heard a single word from them. I will never ever refer them to someone. I am about to buy a house but I won't make use of them ever again. I was so chuffed with them initially but their service sucks. I am taking this up with the NCR.