FNB loan Paid up letter delays

I had a bad service with FNB loan I took a loan then I have paid it up and I need a paid up letter bt since last I requested it they are giving me a run around always saying I must wait for five days but nothing am tired of always traveling to my nearest FNB branch and it's depressing not getting help when I have done my best of paying up my loan. FNB loan department help me because I am a FNB client for long time bt the service is very bad.