FNB is no longer the same

I really think FNB has dropped the ball, FNB is no longer the same. All I get from FNB is **** service. I used the secure chat to close my RCP account and was chatting to Charity and she said the account would close in 48 hours and than she said some one will call me back and a person named Lebo call on on the same day(29/04) advising that she will assist in closing the account. To my surprise when I log in the app the account is still open. I think FNB is dragging their feet on closing the account because of the ridicoulous fees the charg for the account. I never knew it would be such a head ache to close one simple account.