Inefficiencies

I initiated the closure of my account on n December while it was still in good standing. Despite assurances from the online banker Thokozile that a branch visit wasn't necessary, it's now been three months of fruitless follow-ups. Meanwhile, my account continues to accumulate bank charges despite being dormant. It's perplexing that the bank hasn't frozen the account upon my request. Moreover, I'm now being asked to pay a fee before they'll close it. Despite repeated attempts, including reaching out to the branch manager, I've received no assistance. Their slogan, 'How can we help you?', rings hollow when, for three months, they haven't. Closing an account shouldn't be this arduous. During my last follow-up, I was informed of a backlog, which begs the question: why should I bear the burden of their inefficiencies?