Settlement letter

I settled a loan I had with fnb on the 30th of September and sent the proof of payment same day.i got the the response that they have received the pop and the legal department will clear and close the account.I sent email several times asking for settlement letter but iv been given a run around.i was even told that the account is closed after 10days of payments but the account is still active...why is it so hard to send me a settlement. Fnb is so frustrating honestly