Sloppy service from FNB Business

On 17 August I contacted FNB Business via internet banking to close my business account as the business had to close down due to COVID. I received an email response on the 19th directing me to call *** "and advise them of your instruction". Why they couldn't get the business desk to call me is beyond me (What was the point of completing the online query form if I am going to get told to call?). When I called the number the agent kept me on the phone for 17 minutes (I was calling from a cellphone). The call should not have taken more than 5 minutes but unfortunately the agent was not listening to my request. I informed him that I wished to cancel the COVID loan (I had done a transfer for the amount of the settlement) and close the cheque account as the business has closed down. After much to and fro and put on hold for a lengthy period (he had to go and speak to someone about closing the COVID loan account) he informed me that he could not get hold of the person and would call me back. In ending the call he summarised my request along the lines of "So to be clear, you want to cancel the COVID loan but not the cheque account". This after a lengthy discussion over the overdraft facility which he said would have to be removed before the account could be closed (Despite the fact that the account balance on the cheque account was zero). So by the end of the call he had forgotten that I want to close the cheque account as well. (Incidentally I only received a call back from him a week later). I was next contacted on the 26th August and informed that the overdraft facility had been removed and I was copied in on an email the lady (Belinda Adlam) sent to the department responsible for closing the account. I have heard nothing since and the account has now been debited with another month's bank charges! I gave them an opportunity to respond yesterday but my email was ignored which is why I am posting this. As a loyal FNB customer for over 20 years I am hugely disappointed with such sloppy service.