FNB POOR service

FNB POOR service my wife has been trying to close her cheque account since end of April and still no luck after hours and hours of back and forth and still nothing contact then again last week and was in informed that it was done but still the account is still open and i keep having to pay bank fee for a account i dont want but no one seems to care we have been with FNB for over 20 years and this is the service we have got we have been to the local branch they just say they can't help I don't know what else we can do to resolve this matter