Fully paid credit card not closed as per written instruction

I had an FNB account including a credit card. I got into financial difficulties that l to miss payments and having a payment arrangement in place. I continued to make the arranged payments until 2022 where I requested a settlement offer to pay of the credit card. I paid off the account as per settlement fee and immediately requested for the account to be closed off. Since I was no longer their client, I did not have privy to know if they indeed closed off the account until I made enquiries about a purchase and was told I had an account that I was not paying with FNB. I contacted FNB and had an agent go into my profile, request proof of payment and evidence of me requesting for the account to be closed in 2022 which I provided. I spoke to a Moses who said he could see that I indeed settled the account and asked for it to be closed and therefore not owing any interest charged to the account since 2022 which is just below R1k today. I was told there would be an escalation and write off of the amount due and a settlement letter will be sent to me showing that I do not owe them anything. All this happened in Nov 2024 and to date I'm still chasing FNB to close off the account and give me my settlement letter so I can fix my credit record. I'm beyond frustrated and tired of saying the same thing over email over and over again. Pathetic!! I can't even apply for new schools for my kids as they will run a credit check and see that I do not pay my accounts, this is making my life difficult. A simple task such as closing and account and providing clearance surely cannot take over 2 years?? Come on FNB, even you can do better!!