DOES FNB DESERVE CREDIT?

In 2012 I made the final payment on my previous credit card to FNB attorneys Biccari Bollo and received a settlement letter, which I immediately forwarded to FNB EDC-assist as requested. By March 2014 (and I have copies of every piece of correspondence), my settlement had still not been listed with ITC, or the bank itself. I queried this and was told (via email) that it had been passed on to the relevant parties to handle and clear. That was seven years ago! Last week I app**** for a credit card and this was declined online because, according to FNB, I already have one "sitting with legal". On enquiring (again online) I was sent a badly worded email that I could not understand, saying something about the legal department. I then called the debt review department last afternoon, only to be told that I should email another department, i.e. EDCsupport, and send them the same documentation from 2012! It has now been seven years... I have banked with FNB for 40 years and do not see why this very basic problem cannot be resolved as I am a loyal client.