Poor customer service.

I lodged a complaint via FNB online channel regarding a cheque account I only used once in 2018 after opening it and was forced debited by FNB Card and then moved to another banking institution. The cheque account is now over R6000 in costs and was never closed by FNB. It is gross negligence on your part and ****************. I have been battling to speak to someone in resolving this issue and all I receive is escalation notifications but no one takes ownership of my query. Very bad service. This is not the standard of service i am use to.FNB what happened?