FNB personal loan

I am trying to help my sister, who is in a wheelchair and struggling with diabetes to get a letter from FNB regarding a personal loan she took in 1994. She has 2 Sanlam policies that was seeded to the bank for this loan. We were @ the Sunward Park, Boksburg branch on the 21/05/2018, time was 10h00am, we spoke to a black lady, a consultant, who helped us and she called the personal loan dept and she spoke to someone there for more than 45 minutes and she told us that we will get the letter/s 7 working days from the 21st and that was already on 30/05/2018 and still we waiting. After numerous emails again, we got an mail - From: FNB Loans ********** Sent: Monday, June 04, 2018 10:05 AM To: Ina Dejager Subject: ********** Q

Good day Mrs. Pretorius,

Thank you for your query.

Unfortunately, we are unable trace a loan account on your profile. Please go to the FNB branch for assistance.

Should you require any further information please do not hesitate to contact our Helpdesk on ********** .

Kind Regards,

so, now we have to go back to the branch again, why, for what reason??

my sister is in a wheelchair, its very difficult for her that is why I am helping, but where to now? Kindly help us please.