Failure to provide settlement letter on Temporal Loan

I went to FNB branch in Kokstad with my brother. He went there to request a settlement letter which confirms how much is outstanding on his temporary loan. This service consultants were extremely rude, and refused to assist. My brother does not bank with FNB anymore because of their appalling service in this particular branch, he was told he must request the letter from the App, if he does not bank with FNB how can he use the App? Can a competent person help to provide this letter, before we escalate to Ombudsman