No paid up letter for overdraft account

Can someone please help me get a paid up letter for my overdraft? Im in debt review and cant get a settlement letter because FNB converted my overdraft to a personal loan, debt councillor wants the overdraft paid letter and fnb says they cant. So what must happen now? I don’t get a settlement letter and stay under debt review even though I don’t have debt? This is so frustrating. I have called, emailed and nothing!