CLOSE OF ACCOUNT WITH NO JOY

I have been actively trying to close my account with FNB for months, going into the Southgate branch with no assistance to date. There is a pending refund that had remained open since last year ! NOBODY in the bank is equipped to handle this query and the call center has not been of assistance either so I am now stuck with an account I no longer need. Further to that I was told I was not going to get a reference number