Consultant's negligence

My name is Itumeleng Matobako ID#***, i have been calling the fnb call centre,requesting them to help me close the recolving credit plan since April 2020. I paid the settle amount and called on to have it closed. The balance was 0.00 untill i received a call in September to tell me that my account was in areas. I paid it again on the 14th of October and the lady told me that she escalated my reqiest and i asked her for the reference of the call,she said she will sms it,which she never did. When i checked the account on my banking app, i realized that there was a service fee that went off and the account was on a negative balance. I called in againd and the lady said she will escalate again. I decided to go to the branch and the consultant called the risk manager,only to find out that there was never a request in the first place. I've paid almost R1000.00 because of the carelessness of the staff memebers. Im sick and tired of FNB staff taking people for granted.

Tume ***