Ombudsman on the way due to Pathetic service!

I have been trying to close my Current Account with Absa since the 30th of May. I was told in order to do so, I must pay R164 to close it. I asked why and they could not answer me. The guy at the Clearwater Mall Branch was lying on his back in his chair while talking to me. I went back two times thereafter and still no one can tell me why I must pay to close an account. The last time I asked, I was told "This is how it is, Sorry Mam" This is pathetic and absurd! My account is now in arrears due to banking costs and I absolutely refuse to pay it. If my account was closed as it should have been on the 30th of May, this would not have happened. I sent an email again on Friday but I simply do not get any responses on email. I was informed via email how to close an account (Which any idiot knows how to), but no correspondence any further. Apparently the only way to get action taken is to take this case to the ombudsman. This type of service is exactly the reason why I moved my accounts away from Absa.