Poor service to black card holders

Late last year I decided to cancel my discovery credit card so I started the investigation. I made a few call to the bank and they confirmed details which was recorded in terms of my current account status. At the beginning of the year I reached out to Nancy on 19 Jan. Since we are employees work long hours we were not able to meet with her because her working hours were from 08:00-16:30. After numerous attempts of unsuccessful calls and meetings I initiated a cancellation email because I could not waste my time any longer. This email was sent on 18 February. On the 20th of Feb I received feedback to state that it would take 8 days to close my account. Today is 12 April and the account is still not closed. Due to their inefficiencies and delayed responses I’m expected to may the monthly fee on a credit card that I have not used which is now a dispute. I have never received such poor service being a black card holder. Being such a card holder has no benefit in terms of how you are treated by Discovery bank. I’m still waiting for an executive to call me to explain my side of the story.