Poor communication; Poor assistance

I tried to close my account with FNB. In March 2020 a ********** transaction went through on my account and I had to cancel my credit card. After a struggle to get the transaction reversed I was promised that my new card will be sent to my local branch (which never happened). Because of the fact that I never received a new card (which I found out on Saturday 1 August, never was issued) FNB could not verify me during a phone call. I was promised that Louise van der Merwe will contact me on 31 July 2020 before 13:00 to assist me in closing my account (It never happened) and forcing me to visit our local branch trying to close an account. I was assisted by a very competent lady assisting me and received an SMS and email that my card has been cancelled. When checking on Monday I found that my account is still active and that transactions are processing on my account. I request the closing balance on 29 July 2020 at 16:00 speaking to Winston, I paid the amount over to my account to find out this morning that my account is in a negative balance. This is unacceptable and I need to resolve this asap and closing the account. I will definitely not recommend FNB as a bank to any of my friends and family.

I was promised that my card will be closed within 48hours!!