FNB DOES NOT WANT TO HELP

I had to give a policy as insurance many years ago when I took out a loan. The loan has been paid back (it has been more than 10 years now) and FNB never signed off on my policy. I went to the Amersfoort branch with an example of the letter that they should give me, but they had no idea what to do or what I was talking about. They were not in the mood to help me at all. I then contacted a lady at FNB via email and she tried to help and escalated it to the correct department, but still no one seems to even bother and get back to me. The first email has been sent on the 12th of February 2022! It seems to me that the slogan "How can we help?" and FNB should not be used in the same sentence. I am really disappointed in very bad service. I have been a client at FNB for almost 40 years and this is how they treat me!