CLOSING OF ACCOUNT

I have called helpline to close my account with FNB, they said I must go to the branch. So I went to the branch, I made sure that my account was on 0 so I can close my account, after an hours wait and the lady working for 20minutes on her computer she told me I must make a payment first. I must pay FNB to close my account. I have not been happy with the service I receive from FNB because of bad and slow service, so I moved over to a new bank. Their fees are also very expensive for services not rendered. Why pay to close an account? I am not able to go and sit for hours in a que everytime I need to do something.