No assistance to close account

Complaint ***. As an existing FNB customer, I app**** online to open an Easy Account on 23 October 2021. After going though all the steps, I was advised that a Premier Account was opened for me, which I did not apply for. I immediately logged a complaint and requested the account to be closed, which was acknowledged by automated message and since then I have been asked for a signed copy of my ID and to fill in a tax form. The tax form sent to me, was completed and signed by another customer with all his personal data - clear a data breach! I requested an explanation on 12 November 2021 from the Complaints Department on 1) why I need to complete a tax form when I have requested an account to be closed which I did not apply for and 2) why they have sent me a tax form, which was completed and signed by another customer. I have not had a reply since then from anyone at FNB. I have now requested them to send me their complaints policy so that i can escalate my complaint to the Banking Ombud.