Closing of account

I started the process of closing my FNB bank account last week Wednesday(1st July 2015) with the FNB West Street branch, I was serviced by Samantha Kamlal who had little knowledge of the procedure on how to close a bank account and was assisted by various collegues. I was then told I was unable to close the account due to the fact that there was a certain amount of a loan which had not been taken into account and even though I have never missed a payment entries will have to be passed to correct this and allocate the money accordingly. I was then sent away with a request that I come in again to sort this matter out which I did two days later. during this time no one had followed up or checked that whatever needed to be done had been affected and I was once again sent away dissatisfied. I went into the branch following the weekend and was then told again I had used the account to swipe for something over the weekend and we would then have to wait again for the said company to offset this transaction against my account before we closed the account. I was never warned of this or instructed beforehand. Service in this branch is shocking, with no followups and feedback