Struggling to get a paid up letter

I went FNB this week to get Settlement amount, I then paid the required amount into FNB account, I requested paid up letter I was told it will take 45 working days after I paid off my loan earlier so that I could get my my paid up letter earlier like most other institutions give you a paid up letter as soon as you pay your debt off.And the new credit act says accounts must be updated every seven working days,where do they get their laws from?And to make matters worse they still haven't closed the account,after being told that it will close automatically as soon as I pay off my debt smh!!!This is totally not the customer service that I expected from a big Financial institutions like FNB even small loan shacks offer you a paid up letter asap!!!!