Unable to obtain settlement letter

I have been in contact with various departments to get a settlement letter on my personal loan account. I have contacted FNB personal loans, FNB legal, FNB Collections, FNB Debt Review.

Not one of the departments have been able to assist me with a settlement letter.

I lodged a complaint, and the ticket has been closed. I still have not received a settlement letter, although I received an email saying it has been emailed, but I have not received it.

I have lodge multiple requests for this without any luck. This has been going for 2 weeks. Back and forth without results.