FNB CREDIT CARD PAID UP LETTER

I am battling to get a paid up letter for the fnb credit card. The phoning in system is ridiculous. No one keeps record of the conversation and you would never get the same operator if your query was not resolved successfully. I was told I would receive the letter in 72hrs, till this date nothing. To top it all, I was holding more than 20 min for the legal dept on the phone today. At the end they say you must leave a message but no one will ever call you back.