Request for Paid Up Letter

I am experiencing the worst service from fnb bank, I have requested a settlement offer from fnb and I got the letter on the 16th of Jan 2023 and I paid settlement discount on the 20th of Jan 2023 but to date I am yet to receive my paid up letter. Whenever I enquire about it they first say my account is still in arrears of R1 151 then they say are sending my request, then I would call them again after a week or two then the consultant will still say the same thing, this is unprofessional of the bank.