Unacceptable Service from FNB

*** After my earlier complaint FNB sent me a message from the Retail Service Recovery Department helping in no way at all, they said the following in correspondence:

Good Day

Thank you for your correspondence

In order to close your account, kindly visit the nearest FNB branch personally, and remember to take your ID book along with you.

Regards,

That is exactly what I did before I complained and when I was at the bank for 3 hours and they could not help, they said I should call the enquiries department and made me use my own cellphone to call, loss of work time and still being charged!