Refusing to close cheque accoubt

We have a cheque account and overdraft at fnb which was put under debt review On 26 January we paid all outstanding moneys at Bethal Branch and wrote the letter to request the account to be closed which they said would be done in 5 working days. On 3 february another debit order was put through on the account. Also more service fees were charge. We went to Parys branch on 6 February to find out why the account was not closed like requested. There they informed us no one can closed the account of there is not a certificate showing the debit counselling has been cancelled. We contacted the debt counsellors and they said that they cannot provide a certificate if fnb doesnt send through the paid up letter. Which they requested. We send through the request for closing the account again to ********** I dont understand how fnb can refuse to close an account not semd through the necessary paid up letter needed for the debt counseling to be lifted of our name. Without a paidup letter there will be no certificate from debt counseling cleaeing our name.