Poor service

I paid up/settled the fusion account that i had with FNB and requested for it to be closed more than 7 weeks ago. i requested the paid up letter they said they don't issue those anymore, Sadly they are refusing to clear that and on my ITC it is still reflecting as if i owe them. i have been struggling to apply for a home loan because that, i even lost a house i wanted to buy. i called the bank twice they said they are escalating but nothing has changed, i tried the secure chat but that was just a waste on my precious time. they kept on taking me from pillar to post. Now i regret taking credit with FNB. My credit card was paid up and the credit limit was reduced to R600 in April already. but this bank is still charging me debt protection cover of close to R60 thousand , i tried to ask them why, but i still cant get assistance. I regret being loyal to this bank.