Bad service and incompetence

About 2 months ago I went to ABSA Westgate mall branch to close my account because it is not my primary account, I hardly use it. The consultant which assisted me mentioned I would receive a call from another department so I should wait on that call to come through, they would then assist me further with closing my account. Up until today I have still not received a call from the relevant department and ABSA has now handed me over to mbd for bank charges which I think is unfair I have gone out of my way to go to the bank in order to close my account I cannot afford these unnecessary charges.