Struggling to close/downgrade FNB accounts due to debt review status

I've been trying to downgrade and close another FNB account for more than two years now, only to be told they can't close it because my risk profile is too high because a debt review form 19 was never issued to my name. What kind of nonsense is that?! It just isn't logical! I am trying to cut banking fees to a minimum exactly because I have too many expenses. I've been to branches and emailed the debt review center, but no follow up. I've been a very loyal FNB client for a long time, but think it might be time to switch banks.