Settlement Letter Requests Unanswered!

I am awaiting a settlement letter from FNB for over 35 days for a loan I settled on 11 December. Everytime I call the call centre the friendly consultants promise to email me yet I haven't received anything as yet. My credit profile has not been updated with the correct information as yet either.

Furthermore, we are awaiting a withdrawn letter for a home loan we app**** for but have not received anything as yet either.

This is unacceptable and no one can give us the proper information as not all consultant seem to have the same information thus we are sent from pillar to post.

I don't have time to waste on calling the call centre every time and quite frankly don't feel I have to as one request should have sufficed. I shouldn't have to beg for it either.

Is this due to *********** staff or just the bank's service delivery to all their clients? Who do I speak to for service?