Poor non-existent assistance to FNB clients

I have been trying to close a loan account-settle and close. It has taken a week of 5 emails to the department, but no callback or reply. I have spent hours on the phone, only to be redirected all over the place except to the relevant department. I was in a branch for an hour today and still, no one put me through to the people I am supposed to speak to. You also have to download the app for any assistance to be given. They have also been taking money for an account that was paid off last year will not inform me as to where that money has gone as that account was closed more than a year ago, they were just happily taking the money and I have no idea where it has gone. I am beyond fed up with them and will be closing my account with them, which may take time as they are not letting me close my account.