Account closed but still open.

I have been trying to close the premium account because I am now using private account now. SARS paid me R23000 and that account took R6000 and when I tried to close it then I was told to pay R380 I did. Still someone paid R800 in the a same account and still the account can't be closed . I want my R7000 back because it's not my fault that FNB can't close the account and I am still paying interest or whatever it is. If this is not solved asap I am taking this to the Ombudsman. Even my banker now is not picking up my calls because she does not have an explanation or accountability.