Dormant FNB

I went into branch this past Tuesday to cancel a dormant account with FNB. I was told the account would be cancelled in 24hrs and that the money that is in there would be transferred to my new bank. The consultant said there would be a penalty transferring the funds which I agreed to bud still this account is active. The consultant who helped me is excellent at her job and did her job well. I received an sms the same day.I need it cancelled so that i can sort out my PayPal account. I requested two times to be called back but I still haven't received a call. Please I need this sorted out urgently.