Personal Loan Paid up letter and ITC update

made a phone call on the 17th June to negotiate my settlement as i had money and wanted to settle all outstanding debt, I spoke to one of the consultants over the phone and finally negotiated to an amount of R33 364.80 with ref *** and i made the deposit on the 20th June at Mall of Africa FNB, i phoned the call centre and managed to speak to an agent who gave my wife his email address so that the proof of payment can be sent to him which was done by one of the consultants at the FNB branch. I phoned on the 22nd to request a paid up letter and at first I spoke to one rude agent that said my paid up letter will be sent after 45 days(how ridiculous) and second time I spoke to Gabisile Ndlovu who has informed me that she sent a request for the account to be closed so that I get my paid up letter but no SLA given to me. I sent a complaint on Tuesday about this and only got one phone call from complaints the same day and an still waiting today and it’s the 25th June 2020. Its really disappointing that FNB is spoken of as if it’s the best bank but there is no such thing, they render horrible service to their clients and they don’t care about people. I am worried because I have plans and without that paid up letter, I am stuck in one place. This is the worst experience ever and will remember that in the future. I want that paid up letter and for ITC to be updated as well. You are really frustrating me honestly.