Struggling to close my revolving loan!!!

FNB, why is your Call Centre service so bad?

I called this morning to get a settlement amount on my revolving loan. I answered all the prompts and eventually I am in line to an agent, bam....engaged signal. Dial again, follow the prompts get passed around from agent to agent. Then I eventually get through. I get the settlement amount and ask if it can be emailed to me. I was told that it cannot be emailed to me by this agent. Wow! I struggle to believe that. She can give it to me telephonic-ally but someone else has to email it to me. So I ask her (very polite person, no problem there) what do I do once I have paid. She said I must call the call centre again to cancel it. So I call again after making payment. follow the prompts then bam, cut off. So I phone back, follow the prompts and after a long while I get through to an agent. The line is so bad that I can barely hear the person, I tell the agent the line is too bad to hear and ask to be put through to someone else but I get cut off. SO, what must I do to close the revolving loan??? If its not closed today will there be some fee to pay tomorrow? NO! I have paid according to the agreement! I want FNB to cancel my revolving loan, I do not want the service any longer and then I want FNB to email me a letter confirming that the loan is cancelled. I do not want any further debits or fees regarding this revolving loan. Please FNB, this is the second time in two weeks that I have problems with your service. Whats happened? In twelve years with you guys I have not had such bad service. I am waiting for your speedy response, Thank you