Paid up letter for fnb

April last year i got a email from Thuli Langa the email was about the money i owed at fnb. She told me how much i owed and mentioned that I qualify for a discount, i can wither pay it in full or make it 3 months instalment . I agreed i paid over 3 months and i could see the update on my app every-time i made a payment. End of June i paid my last agreed instalment and called her for paid up letter several times. She kept on saying she will speak to fnb till today im waiting. When i send her email she never gets back to me , everytime i call she is busy.