FNB - No Sense of Botho/Ubuntu- happy to just incur Costs

After Opening an estate late account with FNB . i was informed that my Accout will remain On Hold until KYC is done and varified. Whilst waiting for the new Appountment letter from the court . i have noticed that the account is incurring Costs Whilst it is not usable. cannot reacieve /or any other transactional functions. I have Sent a Cerain lee-Roy Thomas multiple mails over a period of 6 month requesting them to clos the acc untill i have all required fica DOC. the Account remain open and with a negative Balance of almost R800 . I emailed him today and for the very first time he has responded only to inform me he is no longer working for that Division and I should email his colleagues. I have never seen such disregard for clients and so much distasteful services from a FNB Employee who clearly doesn't care what people go through in such a sensitive Department- No Sense of UBUNTU. and my query remains unsolved