No paid up letter for a paid up account. So i can't be removed from debt review.

Very disappointed with the helpfulness of FNB! I have been an FNB customer for 13 years and never had a major issue until now. During Covid lockdown i was placed under debt review and now that i have zero debt i can finally be removed from debt review, or so i thought... I need paid up letters from all my debitors, which i got very easily! Except for FNB, it has been more than a month struggling back and forth with FNB trying to get a paid up letter for a temp loan. First i tried email, no response, then i tried calling, but all they do is transfer you to the next department that transfers you to the next and the next to no avail. Then i tried the chat service that always ends the same, allow 24hours for the letter to be mailed. Yet nothing, no letter. So i took off from work to go into the branch, but they can't help me and said i should phone personal loans for the letter, i told them this same story, but they said they can't help, i should phone. So i phoned again and yet again the transfering cycle is what happens. Now tell me, how should I get off debt review if the only letter i need is for an FNB temp loan that FNB is failing to provide??