FNB Loans bad customer service

I am very disappointed by the way FNB Loans department treats customers. I was offered a discount of which I paid in full but FNB is taking time to close my account and send me a paid up letter. I have been calling requesting for a paid up letter but the agents keeps on telling me stories and giving false promises. The last agent I spoke to on Saturday just dropped the phone while I was still talking. So disappointed for a big bank like this to hire such *********** people who things that they are making customers favours by assisting or handling queries. FNB Loans must send me my paid Up letter and also remove the loan account from the credit bureau as it's still affecting my credit score. On top of that I was also called by a debt collecting company named LWM Debt recovery stating that FNB handed over my account to them. I don't understand why because I have settled the account and they also confirmed the receipt of my Proof of Payment. I am very frustrated and angry as my credit profile remains affected by this account.