Extremely disappointed

So disappointed as FNB is such a respected financial platform- a few years ago I cancelled a credit card and requested not to recieve funds but to pay off what I was owing they gladly agreed without explaining that they would hand me over to their lawyers. I was then handed over and paid diligently not knowing I wasn’t even paying the bank but lawyer interests - I struggled for over 4 years trying to finish this nagging loan a credit amount that started at 10 000 was not accumulating yearly ended up sitting on 24000 and making my credit score look bad. Eventually this year I managed to raise some funds and request to settle that alone took over a week just to get a settlement offer letter from their lawyers after continued calling I finally got the letter paid immediately. Now iv been calling and waiting for a settlement letter which the lawyers say has to come from the bank that I owe whom knows nothing of me when I call but they must give in my settlement letter. I would have thought Fnb would be efficient but they are as bad as their lawyers. If I don’t call no one will after having settled their account