FNB disgusting customer care

I am really really irritated with FNB and this is not the first time I've had a problem with them! I am on debt review and paid of my loan a very ling time ago! I've requested a paid up letter through my debt councilor for months now. And then it was found that fnb needs to credit me R7 before they can close the account. Get a move on please I'm really disappointed! Please give me my PAID UP LETTER!!!!!