Poor service

FNB is just an arrogant bank that says they want to help but are not flexible to help with anything. I want to close my account with them due to their poor service, and now there is an outstanding amount on the account. I want to pay it but just need a letter from FNB to show the amount outstanding and then pay that amount. Instead, I am told by their poor phone support they do not do letters. So what they want is for this account to go sky high and from there hand it over to lawyers and then only I will get a letter to settle the account. Why can they not just give me a letter, when asked why the foolish agent just say we dont give letters and I should wait for the lawyers to contact me if you want a letter. HOW CAN WE HELP YOU MY....!!!