FNB Home loans, incredibly bad experience.

I am a home loan client of FNB Home loans, and have attempted to get a settlement document for well over 10 business days. Eventually, I spent a few hours today at the Tyger valley branch, where an amazing person, Karen, helped me to get into my banking App. This is as FNB Home Loans instructed me to download the document from the app. At the branch, the app gave an error. Under "Just for you" I get a message "Your settlement letter is available for you to view" I then get the message from the app upon trying to retrieve the document "No Data - Unfortunately we dont have the documents for you"

I called home loans, and spoke to a friendly chap, Tyrelle Brandt, who could also not assist me as he said my account was in arrears. My account is in fact not in arrears but is under debt review that is up to date as per the magistrate order. It seems that there is a window period between the account debit date and when the bank gets paid by the collecting agent, so the bank deems me in arrears. That is ironic, as now I can't settle my account with a purchaser for the same property. I told the unfortunate Tyrone that he would have to cut my call if he cant help me, so eventually he did. He did cut the call that is. I would like a settlement letter from FNB Home loans please, as I have exhausted all digital, face to face and telephonic channels to obtain such. If I get no response in 2 working days, I will take the matter up with the regulator.