FNB TERRIBLE service.

I settled a loan using offer to settle on 01/08/2022. The loan is still on my credit profile and shows that it has never been settled. On 31/05/2023 After an 1hour and 20min on the customer care line, I eventually speak to Skumbuzo Madlala, he gives me an email to send documents to (proof of payment and settlement letter), he says all will be sorted and he'll get back to me. Haven't heard from him and the loan is still on my credit profile. Terrible service from FNB. No personal touch. I am no longer a customer of FNB because there is no inter personal relationship anymore. Everything is online or via the app or the phone. If there was face to face interaction I'm sure the problem would've been sorted.