Pathetic Service from FNB Loans Department

FNB loans has been sending me sms’ and automated phone calls reminding me of my loan that I have to pay, but trying to get them on a call and requesting a settlement letter has been like pulling out teeth, I called them on the 28th May 2021 and the lady that I spoke to told me that I will get my letter in 48 hours, never to hear from her again. I then called on Tuesday and the person that answered the phone told me that it doesn’t take 48hrs but 5 days so I said I will wait for those days. It is now the 7th June and there still has been no settlement letter forthcoming. The service that I have received from this department is pathetic, to say the least.