Settled loan not removed from ITC and No feedback

FNB loan department has got zero customer service. They never answer their phones. I settled a loan in 2016 and they never removed it from ITC. So I asked RB Jacobs of FNB on facebook to assist. He forwarded my mail to the loans team. They phoned and said it will be fixed. After 2 weeks I mailed RB Jacobs again to ask for feedback and a settlement letter. He once again forwarded the mail to them. After another week and still no feedback, I mailed again to still ask the same. Jacobs rep**** that my mail was forwarded to the loans team again. Another week and still no feedback or settlement letter. I have been with this *********** bank for 25 years and this is how you are treated - No feedback. Martin