False promises to close my account

I have been battling with charges on my FNB Aspire Fusion Account and it’s almost a year now and no resolution has been made. Instead I get false promises and no one delivers. In February I’ve been talking to Thapelo Moira Motlhamme who has reviewed my account and advised that I need to pay R390.91 in order for my account to be closed (subject to approval from his superiors). I made a payment and sent POP as I was advised to do so. The payment reflected on my account, however the account hasn’t been closed yet and Thapelo hasn’t responded to my email with the POP nor even returning my calls. It’s been close to 3 weeks now and my concern is that it’s almost the end of March and I’ll be charged monthly fees again, resulting to an increase on my bill. I am not working and I can no longer afford this setback. Please assist.