Useless and Unhelpful

My wife had a Discovery Card for years before Discovery Bank existed. Now she is trying to close the account. Or rather she has been since March 27 2020. First Discovery Bank told her she must contact FNB, who used to handle the Discovery Card. FNB told her she must talk to Discovery Bank....!!! Endless phone calls later and her account is still not closed. The call centre keep telling her "it has been escalated to management" and that is as far as it goes. She settled the account and then with all the delay she had to pay in more money for bank charges, and who knows what else. She called Discovery Bank again tonight on the way home from work and after another 22 minutes later, still has no idea if the account is closed. How difficult is this Discovery. Get a competent staff member to assist her! Please!!!