FNB service is annoyingly unprofessional

I had an account with FNB that was settled on the 24th of August 2021, received interim paid up letter and was said i will get the paid up letter10 days later, i called after 10 days and they kept transferring me to different departments up to date it's been 13 months I still don't have my paid up letter from FNB. Eve now from 8am the whole hour I was being transferred from one department to the next like a mad headless chicken, i am still told to wait 5 working days for the paid up letter that I have been waiting for the whole year!!!! Very unprofessional