Terrible services

I had a revolving loan account which was paid in full in May 2019. I have requested that account be closed multiple times via phone call and email. this account still remains opened and is affecting my credit score. I have spoken to so many agents, the last one from revolving loan call center put me on hold for 18 minutes and never picked the phone back up. I have tried the Richards bay branch and yet the call keeps getting cut. People at FNB were very quick to open the account but pass the buck on when it comes to closing the account.