FNB Settlement letter troubles

I have completed my debt review. My debt review company stopped payments towards one FNB account and left a balance unsettled for some reason. I didn't have the lump sum money to settle this till now. I have been trying to settle this account from Friday the 12th (12NOV2021) where first I plaid ping pong with no less than 4 people on a telephone. Eventually on Monday (15NOV2021) i spoke to a person confirming that a settlement letter has been requested and turnaround time is 3 to 5 working days. Today is day 5 and no settlement letter received. Now I try to escalate the matter and guess what... The Escalation team takes three business days to respond. Now see, I need a paid up letter also to clear my name and credit records, so even if I go to an FNB branch and pay the amount I have there is no way to know for sure if it is settled. I even asked the branch if they cannot escalate the matter and they simply advised that they are at the same mercy of the call center. Now with this taking so long, I will likely incur another month's interest. Perhaps that is the game. Furthermore, these call center people are still working from home, you can hear children and background noise, so I can only assume that there is no managerial presence to assist clients. I honestly expect more from a bank of this size. FNB boasts about how great they are at giving loans. It then rings true, that settlements would get the least attention as it is not how money is made. Just my rant for now. Great job FNB, Johann wouldn't be proud.