Very bad service

I was extremely disappointed I went to fnb more that 10 times with no help I had a loan with fnb which was handed over and I went to the bank to settled it which they did give me settlement amount and I have made a transfer it has been 5 month with no paid out letter I really need only paid out letter as lawyers need it. Fnb Northgate they just put me over the phone for nothing because I left branch without wat I was looking for. Please look after your customers I need a paid out letter. I went also to protea Glen also no help this is really pathetic