FNB Failure to follow instructions to close an account

On the 19th Sep 2019 FNB resolved a dispute on fees that was charged to my unused cheque account the fees was credited but the account was never closed as per my original instruction. I last week received a SARS rebate that was in error payed to my old FNB account, but now FNB is charging me R16,000 in banking fees as the account was not closed as per my instruction. I called the contact center and to-date the no one has gotten back to me. I need the fees to be reversed and the money paid to my Discovery bank account - the reference on my call is Rh*** Failure the get back to me will force me to take it up with the banking ombudsman