Terrible service from private client banker and home loan

I am really frustrated with FNB service lately. Being a loyal client for them for more 20 years I don’t think this is the type of service I should receive. I have paid up my credit card and requested for a paid up letter Saturday already, again followed up on Monday. Received a call from FNB yesterday and was informed I can still get a paid up letter without closing the account, called to follow up this morning and I am informed I cannot get a paid up letter I must draw up a statement which is currently indicating a positive balance 😡 really. Not to mention the home loan consultant who keeps sending me the same email requesting information already sent.