*********** service and not assiting in sorting anything out

I requested a settlement on my 4 accounts, to date I have settled 3 - I settled the last one about 2 weeks and I still dont have a paid up letter and the account is still open, even though I have been told the account is closed (i have this on email) - and this is not the case! On my revolving loan account, I recently requested a settlement and was told you can not offer a discount as they dont have the mandate! but this is complete and utter *******, because when I received my very first settlement letter there was discount on there, This has been a fight for about 6 weeks! I suppose this is a way for the bank to make extra money, because whilst I am fighting this fight they keep adding interest and fees!! I hereby request my settlement letter with discount on my last open account, and i require my paid up letter urgently! this is under debt review and I will end up paying for this again until I have a letter from the bank stating it is closed! I only have a savings account with FNB now, maybe this is why I am receiving such *********** service, am I not important enough? I keep following up with email after email, if and when I receive a response it is not assisting me in sorting this out!!!