FNB poor customer care service

So I've settled all my accounts with FNB, I simply need paid up letters (Revolving Loan and COVID loan departments) I've been phoning numerous times a day, I've sent emails I have been passed around from department to department and still no response. It's pathethic how they constantly call you regarding payments but when you need them to respond for things such is Paid Up letters, the response and customer care is USELESS.

Sad to see such poor service is acceptable to their standard.