Terrible service and no call backs

I am so tired of dealing with fnb - I have made countless calls and request for a paid up letter on a revolving loan, i settled the account in full and still after 3 days i havent received the letter. I am honestly disgusted in the delays from the staff at FNB - i dont get help at all! this goes against the catch phrase of how can we HELP you! i have received no help and now i want to close my account and change over Capitec or standard bank. convenience was supposed to be a pillar for consumers but all we get is **** service.