How is closing an account this painful

Dear African,

This is my 3rd letter to you. Two weeks ago I requested a settlement letter. After receiving it I attempted to make a payment but it couldn't be verified by the bank. I was told to transfer the money to African Bank Credit Card - which didn't work but eventually I managed to get through the call centre and I was told to either pay via online or use African Bank Loans. First I did the online version cause I though it would be efficient - but I had to split the amount into 2. Nothing happened. After 2 day I call in and was told that option doesn't work. So I transfered the full amount via FNB. As luck would have it the money I had transfered via online gets deducted. When I call in I got so many versions of why and what and when. All I want is the account to be closed and the R15 916.34 refunded. I don't care about all these other charges. I want my money back especially because the agent **** and said no deduction will take place. But prior to do that I had paid R