FNB Home loan paid up letter

I have asked FNB home loan to send me a letter that states my home loan is paid up. I have sold the house and need that letter to clear my name at debt review. The home loan was handed over to the FNB debt review department. I have asked and send e-mails to get that letter. They told me it will take 48 hours then i will have the letter. I has been almost 2 weeks now and i am still waiting for that letter. How difficult can it be to send me a letter that states the home loan is paid up. I am at this stage thinking of cancelling all my acounts with FNB and move to another bank that is more than willing to help me.