Requesting for settlement letter

I called on 27 June 2025 just past 8 in the morning to request a settlement letter on my fnb loan. I was told the letter will be emailed within 3-5 working days because this account was with collection department. I fully understand the procedure they've explained to me. On Thursday which were the 5 th day I begin to call like 5 times, all consultant's assisting me promised that I will receive the letter within that day or Friday morning early. Friday morning I called after 11:00 I was again told it was escalated and that I will receive the letter the same day. 13:30 I called again the same explanation was given to me, I called again at 15:00 the same story was told till now I haven't received the settlement letter and I've explained the very first time when I called that the other accounts I want to settle have letters with due dates and some settlements will expire if I didn't pay according those due dates but it seems like FNB like to take clients for a ride or they don't know how their procedures work of issuing a simple settlement letter when clients wants to at least settle their debt to create a better future.Friday past without the settlement letter being emailed to me, I had to call and almost beg and cry for the collection department to just emailed the letter as the 5 days has already past, I mean I understand that theres thousands of e-mails they must attend to and working from a que of emails but how many consultants are there really? That you have to wait 7 days for a settlement letter??? It will be a miracle if I ever received the settlement letter I'm praying for.