Endless Frustration with FNB

I am at the end of my tether in my dealings with First National Bank. I am trying to close a dormant account which to my knowledge was supposed to have been closed as part of my debt review process (which began in 2015 and which concluded earlier this year). FNB says the account was kept open, though they admit that it is now dormant, and they are claiming I owe them R 16 500 in service fees, even though there were no transactions on that account at all from around September 2015. They do not reply to emails at all, let alone within the ATAs that they specify, even emails from their own private bankers on my behalf. I cannot get to speak to an agent as my cell number changed ages ago, and the system only allows access once you have entered an OTP. When my private banker put me through to another division (so bypassing the requirement for an OTP), I was told we could not proceed unless I logged onto the Banking App, which I don't have, and can't get because it depends on an OTP. When I went into a branch to have my cell number updated, I was told I could only do so if I had a bank card, which I don't because I assumed the account was closed 7 years ago. All of this could probably be sorted out fairly simply if someone from FNB would just PHONE me, but they apparently won't. The system generated emails I receive promise me a response which is then not forthcoming. I have elevated my complaint by three levels, but still without receiving assistance. I cannot believe that a bank in 2021 can be so obtuse and frustrating to its clients.

Duncan Brown ***