Paid up latter

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 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.