FNB refuses to give me my paid up letter after paying off my Credit card in order to update my ITC score

I have paid up my Credit card account end of 22 October 2022 and they are refusingbto give me my paid up letter in order to update my ITC , which I know they won't update from their side, I have been promised from the 7th December 2022 that they have sent.it through which they have not done , I then gave them a call on the 12 Dec 2022 now they are telling me that it was not send they are looking through the matter, I don't know what to do when you call them you speak to 5 different people listening and telling you they are transferring you if I don't get my.letter today I'm transferring the matter to their CEO or Ombudsman and I have all the relevant people names and call were recorded I hope. I will never Bank with them they are unprofessional and worse Bank ever I will definitely spread the word for people to move to Capitec were you get Excellent service .