Useless Client Service!

I have been trying to get paid-up letters for two accounts from FNB for over a week now. When they eventually reply to an email it is let you know that they have transferred my query to a different department. My credit card has been paid-up however it still shows an amount outstanding on my banking profile and nobody can tell me why! THEY ARE VERY QUICK TO HAND YOU OVER TO RUDE ATTORNEYS BUT CANNOT REPLY TO THEIR OWN CLIENTS even though I am a "Private Client".