I am in an abusive relationship with FNB

I sent through a query and it wasn't resolved and then a guy by the name of Jason Davids called. I advised him to call me on Friday as I was busy at work but on that day, I would be on leave. This man agrees only to call me on a Wednesday. That time he has a bad line. I can't even fathom what he is saying on his end for him to only return to me via email to tell me that my query was resolved. How do you reach such a conclusion as service provider without getting confirmation from your client. FNB is taking me for a ride and I can't be with a bank that isn't for me. The bad service is just an unmatch for the ridiculous bank charges. They are not about helping people and nothing is as sad as paying for bad service. All I need right now, is for them to tell me what I need to close the account as I move to somewhere else until I find good service. And by good service I don't expect my chocolate behind to be licked but I need clarity about my money. If the current plan that I am using doesn't suit me, then an alternative is suggested and not this lame run around.