Waiting for paid up letter after paying R21000, no one even responds

My personal loan account was handed over to attorneys, I requested a settlement letter, received same and paid the required amount to settle the account on the 24th of February 2020. I have tried everything and called so many times begging to get a paid up letter sent to me so that I can move on with my life and have had no joy. I spoke to a lady who gave me her email address (***) to send through the settlement letter and proof of payment, I did what she asked on the same day but as if FNB is pleased with treating me poorly this person has not even given me the courtesy of a “recurved” email back.

WHAT MUST ONE DO TO GET THE HELP THAT YOU SO BOASTFULLY ADVERTISE “how can we help you”!

I Have not been helped in weeks!!!