FNB premium bank holder - simple letter request seems to be a challenge for FNB!

I have been requesting an account confirmation letter advising my previous credit card has expired and that a new one has been generated. This is in order to obtain a refund for my international flight back into my credit card. I have requested this in Septemeber, it is now December and still a simple letter hasnt been received. Mind you - I am a premium bank account holder... so much for service.. Seems like I can kiss my international flight refund goodbye!