Settlement letter delays

I have been requesting settlement letters from fnb credit card division and revolving loan division for the last 4 working days and have not received any documentation. I was informed that should I wish to receive a settlement letter I need to first pay the outstanding balance which makes no sense as I am in the process of settling both loans and closing them off. I have been calling fnb daily and I have received no correspondence from them. I don’t know whom else to ask at this bank for a settlement letter so that I can pay them their money back.