Paid up later

I have requested a paid up latter for a revolving loan account that was paid up more then 4 years ago. I have called, send several emails even went to the branch without any assistance. I ended up sending a several email to the complaints department after sending several emails the latter was finally sent however the document was Cryptid it typically needs my Identification number as a password however my ID number was not acceptable to the document. I have called sent several sent emails to the person who sent the latter and also to *********** but the has not been any response till now. I am highly disappointed with FNB as they put me under debt review for an account that was paid up 4 years ago and refuses to give me a paid up latter. When they send the paid up later they send a latter with the wrong account number that does not belong to me. My life is stuck because of this paid up latter. They are just refusing to do the right thing. I am so frustrated with this bank.