Fustrating Experience with FNB

I have been trying to get a settlement from FNB, for a revolving account that I paid off in July 2023, but still reflects as open (with an owing balance) on my credit report. I first contacted FNB on the 16th November (on this number ***), I was sent from pillar to post, until I was finally through to another department where my account was checked and the consulted confirmed that indeed it was closed, and told me he will forward a request to the Admin department, which is responsible for generating and sending out of letters and the letter should be in mu inbox in 3-5 working days. He also mentioned that the credit bureau will be updated in 30 days. The 3-5 working days period lapsed, and I still did not receive the letter, then contacted FNB to make a follow-up. I called again on the 26th September. Again, I was sent from pillar to post, until I went through to a consulted in the Loans Legal Collections Department, and he said he will escalate the matter as he can see that I had previously requested the letter, he said I should give it 1 business day and the letter will be in my inbox (And I was very hopeful that it will indeed come, but to date nothing). I called again on the 11th (not much of a hustle to get through to a consultant that can attend to my query, this time it took 1 phone call, previously it took 4 calls and being from forwarded from one dept. to another). Okay, the lady that I spoke to on the 11th October told me Admin Dept. story, 10 working days turn around time. And that's where I realized that I'm not going to get my letter anytime soon. So, I asked her that the route we are taking I have tried twice already and did not succeed , and if there was another way to get this request fulfilled. She indicated that, the only way to communicate with the Admin Dept. was through email, they do not even have a telephone line where they can call, so basically the email is the only channel available. So, I have resorted to come to this platform and hopeful this will get someone's attention, at FNB, who can fulfill this request.