FNB refusing to close down paid up account

I have been struggling with FNB Debt review center since September 2020. My debt review agency over paid one account and the account now has a positive balance. Basically need FNB to transfer the balance to my personal account and then close the account and send me a paid up letter. My first request was in September 2020 with another issue. The other issue has long since been resolved. Since then i have sent emails and called numerous times and still no joy. The last 3 times i called, they advised they will escalate the matter to management and I will have a update with in 3 business days. NOTHING FROM FNB, not even a follow up. The last time i called around 2 weeks ago, I logged this complaint and another issue. The other issues was resolved in two days but this one is still ongoing. With no feedback or anything from FNB.