FNB Refuses to Close My Account and Update Credit Bureau

Paid up the FNB Revolving Facility account and I am trying to close it, it's been over a month talking to them on the secure chat, telephone and numerous emails but no assistance. I was told that the account would be closed in 7 days but now when I call after the 7 days they keep telling me that my matter has been escalated and there's nothing more they can do, the account also has not been updated on the credit bureau since August which is affecting my score. Please help!