FNB ignoring their clients on important matters.

I have tried now for two weeks to make contact with FNB trying to get a paid up letter, just to be ignored. I need this letter ASAP to give to my debt counselors. The personal loan i had has been paid up in full little bit more than a year ago. And it for sure does not take 45 days to get this letter. Please note that i reserve the right to take legal action if this matter is not resolved.