Poor customer service

Good day

I have been calling fnb home loan for a paid up letter and I send to another department that department send me back to the home loan department.

I was then advised to send an email to please help me and home loan department my email had been send pillar to pillar without any luck.

Is this how you service your client after they settled the amount owed not my attorney is closed for Christmas without assisting me.

Can I get my paid up letter urgent.