DEPLORABLE SERVICE - CLOSING OF ACCOUNT

Seems over the past year the service I have been receiving from FNB has been deplorable, to say the least. I have been trying to have an account closed that has been paid up however this is week 3 and still not done. When I called which was numerous times I had been told that it would be escalated as there is not a dept that I could contact directly to request this and they would need to escalate via email. Another week has gone by. When I paid the credit card up it was at a 0 balance, then when the account has still not been closed the monthly fee was then added. I refuse to pay the service fee and I want the account closed ASAP!