Ignores You and never answers the Phones

I called FNB on the 11th September for a paid up letter to settle my FNB personal loan Zanele Magalela then sent me the letter. On the 13th September i paid my account and sent the proof of payment to Zanele who then promised to have a paid up letter to me within 7-14 days.......I have now emailed her 9 TIMES, and have called each and every time and been on hold for over an hour and cannot get through. This account has been paid up for 2 months and still no paid up letter and still ITC not updated. Yet i am handed over to SIGMA who is harassing me every day and refuses to call FNB to check the account is closed and paid up. I AM BEYOND FRUSTRATED WITH THIS *********** BANK