FNB Smart loan Paid up letter

I am really frustrated and angry by the way my matter is being handled at FNB smart loans department. I have been an FNB loyal client since 2012 and decided to take out a loan with them which i fully paid(settled) recently on the 15th November 2018. I requested a settlement letter which was issued and therefore i paid up the account which i was advised that i will get a paid up letter within 5 to seven days by two different consultants (remember your calls are always recorded go back and listen). Funny enough your settlement letter states that as soon as settlement is done and reflects on your side an update is done with the BUREAU that never happened. Settled my account with MFC same time with FNB but guess what? MFC has updated everything and account is closed. Recently when i contacted FNB a very rude lady advised that the whole process will take up to 45 days. I was shocked and appalled by the service i was given from 5 to 7 days and now 45 days really FNB. Everyone in my family was just about to move to FNB and my husband wants nothing to do with the bank. This just hinders everything in my life I paid up the R20 000.00 balance still nothing.