Putrid bad agent service. Chat is bad in general.

I literally just paid my EASY ACCOUNT FEES there is no balance on the account nothing on the statement, the agent who I just spoke to on chat, Sibongiseni and he told me he cant close the account cause there is a fee of R65 or R68 and I literally just settled 2 months. I want to close he cant close cause there is a balance that he can only see, i cant seem to find anything Ive never really used the account I havent even gotten a card. FNB needs to get agents who actually can do their job and service the clients instead of trying to justify their wrongs. PLEASE DO SOMETHING ABOUT THIS..