FNB bad service, account supposed to be closed

I requested to close one of my old accounts on the 8th of November via secure chat. The consultant informed me that it will be closed within 7-10 working days. It's been more than a month later and it's still not closed. And now that account is minus R5000. (The account balance was settled before requesting to close it). Spoke to numerous consultants but I just get cut off or they are telling me to settle the balance again. It's ridiculous and this is one of many problems that I've encountered with FNB . Everything is always a struggle with them.