Poor service

After a struggle to get my settlement offer for more than a month from FNB I came online for them to respond. They sent me a settlement offer on the 16/11/2022. I settled the loan in full as per the settlement letter and sent the POP. I then requested a paid up letter and still nothing was sent. Now I check my credit profile instead of updating the loan as paid up FNB simply reduced my balance. I email and call and sent from pillar to post. Can you guys get back to me asap to sort out my query.