Can't close my account and they keep charging me for it

I requested fnb to close my account on the 29th March and I was told that it couldn’t be done on the phone. I went to the branch on the 29th and I was given a ref number 527287. I then called back (2018/04/04) 11:46am to follow up on that ref number and the lady that was assisting me told that I cannot follow up on the phone, I have to go to the branch to get an update. My account was 00 and now FNB has changed me services fee for the same account that I was trying to close on the 29th when it was still 00. No one is willing to help me close this account and they keep charging me for it. People there do not even care about customer services. They blatantly lie to you. I was even told that they could not pick up that ref number.