Shocking lack of service and follow up by FNB!

I was given an amount to settle a loan on 08 April 2026. which I paid immediately. I was told by Vuyo Gogela (FNB Loans Dept. ***) that the account would be zeroed, and I would receive a settlement letter within 5 working days. The next day, 09 April 2026, I called back to confirm that my payment had been received. I spoke to "Asanda" who confirmed that it had been, and that I would receive my settlement letter within 5 working days. In spite of having called back on several occasions, and have also raised several complaints, the issue remains unresolved. In frustration, I phoned FNB on 12 May and requested that all my accounts be closed. I was told that there were still some items "in progress", and that they would phone me back in 2 days to assist me. I have heard nothing. This service (or lack thereof) is unacceptable. I am beyond angry.