Supposedly a Bank with no customer care or service

I haven't been happy with Discovery Bank at all and I called to close my account on the 18th December 2023. The consultant told me that it would be closed within 8 days but to date, it's still open and accumulating fees. Of course the consultant asked if I would rate her service!! It seems to be all important which is just ludicrous. How can they expect to be rated when they haven't provided any service whatsoever. I simply want my account to be closed, how can that be so difficult??