No assistance for outstanding balances for account settlements

How long does it take FNB to supply me with outstanding balances to settle our accounts?

We have been on debt counselling for 2 years now, and have now been fortunate enough to be able to settle all our accounts. First request for outstanding balances to all our creditors were sent on 14 May 2018. All our creditors responded within one week, and accounts with all of them have been settled.

FNB however, sent balances that do not correspond with our debt counselling statements, at least R5000.00 difference on 2 accounts. On the 21st of May, our debt councillor sent proof of payments through to FRB Debt Review Centre, requesting them to recalculate the outstanding balances. On 22 May 2018, a follow up email was sent requesting the same again. A reply with again, the same incorrect balances, was received on 28 May 2018. I made a phonecall to the FRB Debt Review Centre to find out what the problem was, and according to the operator, FNB last received payment in AUGUST 2016. This raised two important questions: Why have we not been contacted about the payments on these accounts? Were we not supposed to be handed over for further action for non payment on these accounts?

On the 29th of May, my debt councillor sent proof of payment through for the second time, again requesting that these balances be updated and sent through.

On 30 May I made a phone call to the FRB Debt Review Centre to find out what the hold up was, and to my surprize, the operator told me that there has been no attention given to the emails that included the proof of payments. Whilst we were on the phone, she claimed to have forwarded the emails to her teamleader for urgent attention.

On the 1st of June 2018, I phoned her again to check on the progress, and she promised me that I would receive an email with the required info by close of business on that day, as FNB has a turnaround time of 48 business hours.

No response has been received to this hour, 8:32 4th of June 2018.

What must I do to get these outstanding balances from FNB to be able to settle my account? Why have the other creditors been very quick in their responses, but FNB, one of South Africa's leading banks, has not been able to assist with these balances after numerous requests via email and phone calls?