Frustrated yet again with the service provided by FNB

I've been sitting at the fnb fourways branch ador 4 hours trying to do one thing!!!!!!! To close an account that has been deactivated. The consultant is trying his best to assist but doesn't have the necessary access to allow me to pay whatever monies and close this account. I had this experience before closing my credit card with fnb. Why is it sooo hard doing simple things?? Why was it easy to get me as a customer but difficult to assist me in times of need. I'm annoyed