Failure to Provide a loan clearence letter

We have been requesting a paidup letter for a loan that was settled in October 2024. From October 2024 to date FNB has refused/failed to provide this letter and its a huge inconvenience as other credit facilities want to see it. Several phonecalls and emails have been drafted to FNB in this regard. Furthermore, we sent a report to FNB Care in May 2025, but to date noone has assisted with this letter. Please can we have an indication of why its so difficult to just produce a letter confirming that a loan has been paid up?