Poor service from Discovery Card

I have submitted an account closure form on 6 January (ref#: ***). Since then I have been phoning on a weekly basis to find out if the account has been closed and it has not been closed. The first constraint was that the Miles fees (ref# ***) which was deducted needed to be reversed which took 5 working days. Then I had to pay R62,30. Then a credit was sent to FNB to be paid back to me which was 2 weeks ago. I am told two weeks in a row that there is a backlog between FNB and discovery. How many people is closing accounts then? In the meantime Discovery is billing me for credit card facility service fees, credit card account fees, fees on reversals, budget instalment fees, etc, etc, etc after I am enquiring to close the account and there are so many delays on their end. I only want to close the account. I am phoning on a weekly basis to follow up and nobody from Discovery is following up with FNB. Do I need to report this to the Ombudsman before my query get any attention? Why do I still need to rate them a star when they dont deserve it?