Account closure pains

On 15 July I phoned FNB accounts to close my account. The individual taking my call was helpful and informed me that my account would be closed in 7 days.

Almost two weeks later and the account is still open, so I chatted with a consultant on the app who stated that they would close the account. But they said that they would not use the phone call from the 15th as I did not have a reference number.

Now I the monthly fee has appeared on my account, I was not informed that this would happen after believing that my account was already closed.

Surely this is a simple thing?