bank account not closed

I opened an FNB account in 2019 in the very same month I requested that the account get closed as i did not want the FNB account anymore. I sent multiple messages via the FNB premier banking chat. I was advised that in would need to pay the outstanding bank charges as my account was in a negative and once the account has been closed FNB would refund my money. I did so, thereafter I was told that my request went to the department to have my account closed. Thereafter I followed up the next month and was advised that this was still sitting with the department to have my account closed. I then continued to follow up and ask them why this account was still open only to then find out months later they sent me an email which I would need to reply to to have this account closed. I responded to this email which was sent to an old Yahoo account I had and attached the documents which they asked me to send to them. Then later in this year I was contacted by FNB collection agency to tell me I owe FNB money and that if I want to have this sorted out i need to go to a local brand to have them close this account. I went to the woodstock capetown branch and sat with a consultant who showed me on there system that I requested this account to be closed last year and FNB still charging me bank charges month in month out when I never had my salary deposited in this account ever. They then said no a premier banking rep would need to close this account. They they called and i spoke to one of there reps and he advised that this account would be closed. This account is still open and FNB is charging bank charges which the consultant asked me to pay. I am not paying bank charges for an account which I requested to close over a year back it's not right.