FNB always has poor service!!!

I paid off my home loan last week Friday after being transferred to numerous departments I was finally given the residualcancellations email address since there's allegedly no one who can assist me with the cancelation of my home loan. Today I received a call from +*** only to tell me they cannot help they will have to send an email to the relevant department and cc me in so since that has not happened.

May the relevant department cancel home loan account number *** I don't want anyone to call me I need a cancelation letter ONLY.