FNB - Where is my paid up letter??????

I had a loan with FNB a few years ago, and it has been paid up in full. I have been trying to get my paid up letter by them for the past month and everytime I call, I get transferred to a different department, who apparently does not have any email or any senior or management that I can talk to. At times when I do call I hold on for almost 30 minutes, where my call either gets dropped or the call gets put down in my ear. This is very frustrating.... and just for a paid up letter!!!! Their service is poor! I am not happy at all. And to think that I use to bank with them because of their wonderful service, now its this.....