Request to close account taking forever

I have been trying to close off my account for nearly 1 months now!

First, on the 26 of August I asked for a settlement amount from the teller at Edgars Liberty Mall. I paid the amount in full. On the 03 September when I can back to close the account, there was a R71.00 balance on my account, which I didnt understand because I had already made payment. I paid the amount. I sent the payments for allocation on the 03 September. From then, I have called over 5 times, trying to close my account, each time I need to restart the process because apperantly my account is still not flagged for closure. On my last call, which was today, my account was flagged for *****, that was their reason for not being able to close it. Had I not called, i would have never known and assumed the process is going smoothly. Every single agent i speak to seems to give a different response everytime, or else doesnt know because "its not their department". I have never experienced such poor customer service before.