First National Bank
Legal Dep not responding to Proof of settlement

I asked FNB Legal department to send me proof of settlement of an account that was settled 3 years ago
I was asked to send an email of my request to EDC-Assist, which I did, and got a response telling me my request will be responded to in the next 3 working days. I did not get a response by day 4 so called the legal dep, only to be told that they would inform someone that I need this letter and would get it in the next 3 days.

The reason I need this letter is to complete a bond application with FNB.
FNB has put my bond application on hold, pending a account that has not been settled.
Can FNB be not do their own admin??

I find it extremly fustratiing that I need a letter form FNB to apply for a bond at at FNB
Think I might have to consider other bank offers, even though I ve been a loyal customer of FNB for 23 years