FNB account closure nightmare

I Have been a FNB account holder for some time, give or take about 8 years. Three years ago I switched to another bank and subsequently had to close my FNB account. I was told to go to a branch in order to close the account, so off I go on a Saturday morning to do exactly that. At the branch I was told that in order to close my cheque account, it first has to be switched to a savings account and then it can be closed. No problem, lets do it I told to the man assisting me. I got the reply that unfortunately he can't do it and that I have to come back during the week, which I didn't do because of this small thing I do during the week called work. So I let it go and obviously there are account fees that get debited to your account every month, which I pay as to not let the account get out of hand. Approximately month and a half ago, (when the banks just opened after lockdown) I go back to the bank to close the account. The gentleman assisting me, had a look at the account and confirmed there are no outstanding fees on the account (the balance was R645 in debit, I deposited R650 and waited for the amount to clear before going to the branch) and that he will send whatever it is that needs to be sent to wherever to have the account closed and that I shouldn't worry about anything because on the date that the request was sent the account balance was in credit with R2 and a few cents. Low and behold, today the 2nd of July, I get a bank statement from FNB...….WITH ACCOUNT FEES. So I gather the account is still not closed. I cannot make use of the app, online service or telephonic service due to the fact that I cannot be verified because my cards have expired. I don't see the need for going back to the branch as it seems you only receive lip service and nothing else. I refuse to pay more bank charges on this account for a service I don't need or use.