Account closure

i requested for my account closure after i was hijacked and kidnapped ( account ***) on 19 July 2023, the banker who assisted me asked me to to do it on the App, then when i attempt to do it under her guidance the account was instead upgraded to Private Clients. the banker then told me that she will request for a down grade, But to date the account has not been closed as yet and it has been incurring interests and when i enquire i am told that they can't close it because it is on arrears but when i first requested for closure the account was on positive. someone please assist .