Terrible experience

How long does it take for FNB to issue paid up letter, this is terrible, it's a month now since my account its paid up, after my review was told process will take up to 72 hours, it has passed, even call was told about another 48 hours, account still open. The slogan of how can we help you must change to how can I mess up. FNB needs to be exposed more so they treat clients fairly.