Poor service as usual

I requested an account closure yesterday and was instructed to leave R93 in the account for bank charges

The reference number is: CAS-***-F6F6X6.

Today I have just received the following email from a no reply email address so I don’t understand how I should respond

“Good day Valued Client, I trust this mail finds you well. We received a request to close account ending in 0052. Please be advised that the account has available balance preventing closure. Kindly provide us with a nominated FNB account number or if available funds are to be transferred to another financial institution please provide us with a letter of instruction, including the following : Financial institution (Bank name) Account number Branch code Signed and dated Alternatively, you can EFT the money out of the account and advise once complete. Kind Regards, Naledi Magashoa”

How do I respond to a no reply email Why do you get different instructions from different staff Honestly I am so tired of the incompetency at FNB