Incompetency from FNB agents over my paid up letter that is still pending for amost 2 weeks

I settled my personal loan on the 26th of September and i am yet to receive my paid up letter.

The main reason being the incomptency of the agents who have been dealing with my matter.

I was informed that my paid up letter was due after the 3 working days when the the settlement funds refelected on their side o the 28th of September.

When i called on the 2nd of October, i was told it wasnt ready and should try on monday, which was the 5th of October.

When i called on the 5th of October, i was then informed that my paid up letter was originally requested with a wrong email address. the agent that took my details punched in the wrong email id.

Another paid up letter request was now sent, with the correct email address but i have not received it, 6 days after the the fact.

I feel my case has been badly managed by FNB agents through the lack of communication and thier incompetency.

Can someone look into this matter URGENTLY