No response to query regarding paid up account

I have been trying to get a paid up letter for a Wesbank account that was settled in 2010 (via Easton-Berry Inc., who had informed me that I should request paid up letter directly from Wesbank). Easton-Berry Inc had emailed me back then (2010), to say the account was paid up, but the email is insufficient for FNB (they want a letter). I tried calling the Wesbank contact person I was given, for days with no answer, and eventually emailed on the 7th of September (2017). The lady responded that she would investigate and get back to me. I queried again a few days later; she CC'd someone else, to assist with my query/request for a paid up letter. Unsurprisingly, I've had no response to my simple request.