NO ASSISTANCE WITH RISK LEVEL DROP!!

I have been attempting to cancel an account with FNB which was created my mistake. As soon as I noticed the mistake I started trying to correct it by calling FNB to close it. They threw me around from department to department only to eventually find out that I have to go to the branch to cancel/close the account. That Saturday I went to the branch at Springs mall and I spoke to Moketo. He advised me that he cannot cancel the account as I am on a risk level 3. He advised that he will send a request to drop my level to a 2 which will allow him to cancel the account. They do not assist on Saturdays with these requests so Meketo took my cell number and advised he would contact me with feedback. He NEVER did. I have been calling FNB Risk Mangement since Monday and everyday I am told "our system is down" (I spoke to Bianca and Mavis who were extremely unhelpful) eventually today I get told there is nothing they can do as a branch consultant has to send a request to drop my risk level. I HAVE ALREADY DONE THIS!!!! I honestly cannot understand why it is so difficult to cancel/close an account in MY name when I am requesting it. I am disgusted by the service I have received from FNB