FNB dragging their feet on account cancellation

On the 26th of Jan I used Secure Chat to cancel my account. They told me it could take up to 7 working days CAS-***-H9B9M9

On the 30th of Jan Nomhle Ngubeni called me to say that I stilll had to pay my account fee due on the 31st of Jan. i advised here that I had done an EFT that morening so it will reflect by 31 Jan. She advised she would monitor the account and call me back to discuss the pro-rata payment.

On 2nd Feb I used the secure chat again to follow up on my cancellation. I was advised by Nonululeko that the case reference has expired and she will need to relog my request. This is apprently the escalation ref number: CAS-***-K5W7N6

1. How can it expire if it hasn't even been 7 days? Now will I have to wait another 7 days? 2. Why hasn't Nomhle gotten back to me yet 3. I will not pay any more fee's to FNB becasue my account has not been closed. Nonululeko says that I will not be charged naything further - but my understanding is that accounts are charged for the months usage at the end of the month.

Please can you cancel my account immediately. How hard can it be?