Is it that Hard!!!!

3 weeks ago I went into the Cresta branch to close my share investor account. I opened this account in July after the advert said it is is R 350.00 per month. After opening the account i learned that this amount has nothing to do with buying shares and I still need more for this. I was a little annoyed because this isn't what I knew but I put money in for buying shares. I then sent an email to the share investor department to ask how to proceed but I didn't get any call back. Because of this I took the money out of the account and requested for the account to be closed, I went into the branch in Diepkloof and was advised that I need to go to a branch where there are tellers so that I can get my money back. When i went into the Cresta branch the helpful consultant did everything she could on her side and the shares call center advised that she needs to send an email to the department that deals with this. When she sent that email I asked that she cc me in the mail so that I can get the feed back as she received it but to date I haven't heard anything.R 350 has been deducted from my account. Why is it so hard to close this account or at least give feed back??? I want my money back.