Disspointing service & No Feedback - FNB Private Bank

I have requested for my paid up letter on a loan taken last year April, 2020 and still have not received, the account shows that it is in arrears with all bureaus and this is a huge concern as it was paid up May, I have previously asked my banker more than once to send the paid up letter and to please update the bureau and absolutely nothing has been done, can some one please contact me as this is affecting my credit score