Problems obtaining documents

I was under debt review and was recently able to pay off my debt in order to exit the debt review process. I had an FNB credit card and overdraft under debt review and when asking for a settlement amount, I was offered a discount of 20% on both accounts if I pay the settlement before 31/12/17. I settled both the accounts on 28/12/17 with the discounted amounts provided to me by FNB debt review dept.

In order for me to receive a clearance certificate, I need to provide my debt counsellor with paid up letters from all my creditors.

I sent proof of payment for both my accounts to FNB and requested the paid up letters on 28/12/17. My credit card paid up letter was emailed to me on 03/01/18 and I was informed that the overdraft letter will be sent as soon as the account has been closed. Naturally I went to a branch to close the account on 04/01/18 but was told that there is still an amount outstanding so the account can not be closed. After speaking to one of the FNB debt review consultants I was informed that I would have to wait 7-10 days for the payment that was made on 28/12/17 to clear and the account to be closed.

On 09/01/18 I received an email informing me that my account was referred for closure. On 11/01/18 I called FNB DRC to enquire when I could expect my Overdraft paid up letter, as they have sent my credit card paid up letter to me 3x already, but not my overdraft letter.

Only to be told that I need to wait another 10-15 workdays for the paid up letter to be issued.

How is it possible for one letter to be issued within 5 days and another, from the same institution taking nearly a month.

How on earth can it be so difficult to obtain a letter stating that the account has been paid off and is closed, when exactly that can be told to me over the phone.

This is the only letter outstanding in order for mype to be issued a clearance certificate. I have received all letters from all my creditors within a week, no problems.

I am deeply disappointed in FNB.

My next complaint about this will be to the Ombudsman.