Paid up letter

I had a personal loan with FNB then shortly app**** for debt review. Last year May 2019 I managed to settle the loan. Now I have requested a paid up letter and it was sent to me via email. Unfortunately it seems the account number that is on my debt counsellor's system is not the same one as on the paid up letter so they cannot be able to help me with debt review clearance. I have been requesting FNB through emails to please help me and put the original account number on the letter for a week now with no response. I sent messenger. I called the FNB branch for 2hours I have been transferred from one department to the other and back and forth. Collections. Legal. Personal loans departments. No one is able to assist me. They keep on saying the other department is responsible for helping. When I get to that one they also send me somewhere. I am disappointed because my life depend on this.