FNB and it's Credit Card is a ****

I closed my Credit Card account in July and ever since then I have been charged R147 plus R21 monthly in credit account fees, after calling in I'm told that I will have to send an email to be able to claim back my fees, this is not acceptable, why do I have to go to 3 people in order to get something that FNB should have sorted in July? Why is FNB so inconvenient as a bank.

I've had countless issues with FNB some of which I never complained about but I'm really spent with this bank and I'd really prefer to have my money under the mattress at this point than banking with FNB.