FNB CREDIT CARD DIVISION

I am struggling to get a simple paid-up letter from the FNB CREDIT CARD and their External collectors, I lost my job in 2020 as almost everyone but tried to at least pay what I could while looking for a job, I found a job and immediately asked them for the settlement amount and paid that off, it's been over 7 working days now requesting the paid-up letter to no avail.