Settlement letter/ Paid up letter

Fnb collection is a very useless department for more than two days trying to call them for more than 30 minutes each call I tried to make but no response. How must we get help really in this situation? When FNB is willing to fix the problem because seemingly it is not a problem of today. I need my settlement letter and it’s delaying things for me the fact that I cannot be attended. If this number *** is not working please provide us with alternative number. I am just not happy at all. Please assist me if you can because I haven’t been assisted as yet.