Account still not closed after 4 years.

My wife closed her Edgars account in June 2016. There where purchase made on the closed account in Dec 2016. It hase been over a month that I have been trying to get the account closed/zero ballance and proof of closure with no suçcess. Everytime I go to the branch at Menlyn Mall and everytime get promised feedback. The system is down, the assistant manager is in a meeting etc etc. I just want the account closed is it to hard to do or what should I do to get it closed. Seems being undershanding and nice is not a language that Edgars understands.