FNB PAID UP LETTER NIGHTMARE

I HAVE NOW TRIED FOR THE 3RD TIME TO GET A PAID UP LETTER FOR MY CREDIT CARD ACCOUNT NR *** WITH NO LUCK, I GET PASSED FROM THE ONE CONSULTANT TO THE OTHER. I WENT TO MY BRANCH AT WOODBRIDGE SQUARE AND THEY GAVE ME A STATEMENT NOT A PAID UP LETTER. ALL I WANT IS A LETTER STATING THAT AT 3/4/2021 MY ACCOUNT WAS PAID UP AND I OWED NOTHING. I HAVE SPOKEN TO THE CONSULTANTS SINCE DECEMBER AND I WAS PROMISED A LETTER BUT EVERYTIME I PAY UP MY ACCOUNT AND THEY NEVER SEND ME MY LETTER. I FEEL HOPELESS, WHY SHOULD THE SERVICE BE THIS BAD? IT IS TOTALLY UNNECESSARY.