Cannot close account for over 2 years

I have been trying to close my Easy account with FNB for over 2 years now. Since September this year, I have been to the bank branch at least 6 times in order to close it but everytime they cannot help as there is an outstanding amount that still needs to be authorised, and no one can tell me what it is for. The last time in September that I was at the branch, I was advised to stop transacting on the account entirely and leave it alone, unfortunately that cost me my ebucks for the month of September which I want to be allocated to me. Furthermore, I tried to contact FNB last week via the contact me on the app, I received an email from FNB asking for a dated and signed copy of my ID which I provided (This was on Thursday), I have heard absolutely nothing after that. I had to fund my account to bring it back to R0 again, after which it has gone into the negative again today due to bank fees for the month. Please may you close my account and refund me for my ebucks allocation for the month of September.