Extremely poor service from FNB

This is the second time I am writing about the same problem. In February 2021, my wife moved over to another bank, where she got better rates and service. In that time she paid off the FNB accounts that she had. Since then, FNB has not closed those accounts and continues to charge her for the accounts. We have tried everything. We have on numerous times spoken to our Personal banker, who keeps escalating the problem, but nothing gets solved. We want the accounts closed and the money they keeping deducted refunded.