FNB - Unhelpful and no one seems to know anything

After my account was closed, two loans were taken out on my name, this has negatively effected my credit score. We paid the loans to get it off my name and so that I can get paid up letters, which I need TODAY for a homeloan application. I have given it the 48 hours I was told it would take for payment to reflect, I have phoned multiple times and the call just keeps getting re-directed, no one can tell me where to call for the temp loans department.

How difficult is it just to issue me a damn letter