FNB Refuses to provide paid-up letter after full settlement of account

Worst Customer Service from FNB Credit Card Collections.

I settled the FNB credit card in full on the 1st September 2021, and to date, I am still waiting for the paid-up letter and proof that the credit bureau update was sent.

I contacted FNB today, I was made to hold for more than 30 minutes and finally got answered by a very rude lady who called herself Linda. The reason for my call was to request a paid-up letter for the credit card account that was settled in full on 1/9/2021. Linda, as she called herself confirmed that the funds were allocated to my credit card in full, however, she will not issue the letter, I asked her to escalate the query and she refused, I asked her for her surname and she refused to tell me. She told me that she is the only Linda at FNB credit card collections, I tried to explain the reason for the urgency of my request and she told me off. These are the frontline staff members that FNB employs to be their ambassadors however, all they do is reputational and brand damage. Please FNB, I need my paid-up letter, I have settled the credit card account in full and you have no reason to hold the paid-up letter ransom. You are depriving me of my rights as a consumer, that is, the right to receive the paid-up letter and have my credit bureau status updated accordingly. We escalate the matters to these platforms out of frustrations from the bad services that are provided by your ambassadors/employees.

Regards; Julia Phinithi ***)