IS FNB SO DESPERATE FOR MONEY THAT THEY CAN'T PAY ME R769

After my futile attempt to get my money back yesterday, FNB has not paid my money AS PROMISED by today! We phone and finally after 2 weeks someone can give me an update only to tell me it was only assigned to someone on the 09/01 and it will now take 7 DAYS! The person spoken to Portia was so rude and refused to give us her full name, she refused to allow us to speak to someone senior and told the old age lie that "everybody" is in an meeting and there's nothing she can do. Please can someone call me to tell me how I can close my account after 16 years. FNB has failed me.