Poor Service and useless Team leaders!!

I have had a personal loan with FNB then the account was taken to legal but now I have settled the account and all I am asking for is confirmation of account paid. I have been sent from pillar to post firstly they were able to assist over the phone but now suddenly I have to go to the branch to get assistance. why am I receiving such service after making the payment? Their team leader is clueless of what his doing and it took him 5 days to respond to a simple mail. Can I have someone whose willing to help contact me please!!!