Unruly bank charges due to lack of information about own process

I paid an amount of over 3K which 2300 was for banking fees and requested that my account be closed since it has not been in use for over 3 months and I could not close it until I paid the one month I took. I am a struggling mother who needs every cent to take care of my son. The consultant advised that once I have paid the account will be closed automatically..to my suprise today I check to see if the account is closed and I have incurred another fee of an unpaid debit order which now keeps the account open. I am not coping financially and I don't understand whose fault is it that the FNB consultant does not know or understand their process of closing accounts. She confirmed twice that the account will close as I advised her that I don't want to incur costs. This is not good customer service , the account has not been receiving any salary and I don't understand how is a bank not picking up that the account is non transactional for over 3 months and still yet to charge fees. I want this account closed as I cannot afford to pay anymore charges . 2K is a lot of money for bank fees to carry on and now their employees do not advise clients accordingly. And to top it off their secure chat line was a mess this morning I felt like I am talking to a robot firstly, only to see the chat being closed without any service being rendered . This is a disgrace for such a big bank which I have been a customer for , for a long time. They advised to be able to close the account as soon as I have paid and now one consultant tells me about 3-5 working days. I also logged a complaint.