Poor service delivery from FNB!!

Good day.

I wrote a complain on 30 Oct 2020. Regarding an outstanding paid up letter from FNB. I only received an automated email response stating that it will be resolved within 48hours and still nothing!!! I waited almost 2months just for them to process a refund of R82 on the same account!! This is the last paid up letter i need in order to receive our clearance certificate from Debt Recue!! I really need to get this over and done with been fighting since July 2020 and I'm fedup!!!