FNB shocking service

Settled my personal loan from during covid with them October 2022 in full. To date have not received a paid up letter. The account is paid up they acknowledge it but can't send the letter. Completely useless and for exorbitant banking fees on a private wealth account. Private banker nowhere to be found. I am applying for a home loan with them, they are requesting I send them the paid up letter but try to explain I am waiting for THEM to send me the paid up letter!!!!!