Pathetic service from deceased Estate Account Division

On 23 September I went into an FNB Branch at Forrest Hill mall to close an Estate Account. After waiting in a long queue I was told that an Estate Account cannot be closed in a Branch and was given a telephone number to call as well as an email address that I could use. After calling the decased estate account division on numerous occasions, I was just put on hold enlessly while the call always cut after about 30 minutes or so. I sent an email on 23 September to *** and was thrilled to get a response from Basetsana Maseko asking me for the ID number of my late dad for whom I opened the Estate Account. I immeditely provided the info. However since then, I have repeatedly emailed Basetsana asking for feedback/way forward however there is no response to date. I have also given up trying to call them. It is concerning how its is so easy to open an account at the Branch but such a challenge to close the same account. I no longer need the Estate Account as we have concluded the winding of the Estate yet I am paying monthly bank charges.