Poor Private Bankers

Been a client with FNB for about 20 years now. I pay to have the 'luxury' of a private banker on my platinum account. I had a banker before which really was an amazing help. I recently was allocated a new banker. I will send a request and it will take days to get a response. Recently, I paid up a loan and asked my private banker to ensure this account was closed. 2 days later she responded with that she will check if I don't have to sign something. It is a week later and I have not yet heard from her again. I then send a mail to the private banking suite. Their response was that it takes between 24-48hours for such an account to be closed. it is now a week since the account was settled and yet it is not closed. The loan's instalment was just debited from my account. Not sure what more to do to get help from FNB.