POOR SERVICE - NO PAID UP LETTER

I am really disappointed in the service I have been receiving in regards to closing my smart device settlement account. (Account number: ***) I have settled the account last week on the 19th of August. I sent through the proof of payment to the following email addresses:

*** as well as ***

Nonetheless, after I have phoned like 5 times and waiting for a consultant on the phone for 20+ minutes I receive a response saying that they are experiencing connectivity issues. Then I eventually got hold of a lady yesterday morning which informed me that I will receive my paid up letter by end of business yesterday. This morning when I checked my emails , I did not receive my paid up letter (no surprise).

So i phoned again inquiring what the hold up is. Then to my surprise the consultant by the name of Sifiso informed me that my paid up letter is not ready because the account hasn't even been closed?!?!? Nobody informed me that the account hasn't been closed. So why say that I will receive my paid up letter and now I hear this? I have been a loyal FNB customer but I am really sick and tired of going backwards and forwards the whole time. If I settled the account last week, why is it taking so long to receive my paid up letter? All i am asking is for better service and my PAID UP LETTER!! Come on FNB is this so hard?!?!?