Paid up letter

Have been calling to get a paid up letter on my loan account which was settled on the 26th March, they told me they won't be able to close the account until I receive my refund, now I'm calling them since I received my refund to send me the paid up letter everyone is telling me that they will transfer my call to legal department after telling them that I always struggling to get to that department. Im tired of this legal department their service is so awful i can't wait for the whole month trying to get a paid up letter, there are some other other urgent staff that I need to do with that letter . FNB is so disgusting nx