FNB credit card customer service sucks

I have a credit card with FNB and want to close it. I requested a settlement letter on the 23rd of January 2019, I was told it will be sent within 24-48 hours. On the 24th in the morning, I receive an email without an attachment but with a message "find the attached as requested". I thought It was a clear human error, I reply to make them aware that there was no attachment. Used, actually wasted my R30.00 airtime again to call and made them aware that there was no attachment. A friendly consultant (Rachel) tried to assist me as well by requesting the letter again for me on the 24th. It the 28th today (120 hours later), I still don't have the letter. My question is, are these guys trying to trick me not to payoff and close this account?, or what is their plan exactly. what is so hard about emailing me a simple settlement letter that is easily calculated and compiled by a computer?. I'm very right now because I had to buy another airtime to call again this morning (28 Jan 2019), and this exercise it's not productive either as the consultants I can reach still do the same thing that I have done for the 3rd time now...that is to send my request via email as people who issue these letters are only reachable through a useless email since they don't even respond to those emails :(.