Useless customer service

I app**** for my bank account to be closed beginning of October,went into The Glen, was told allmgood,signed documents ,paid over to ensure account was in good order. November lo and behold account still open, back to the bank , lady says she does know about it they were having problems but not to worry, it will be sorted if there is a problem,she will phone me, today 23 December account still open and over 700 in fees. Now who is going to pay these fees and what exactly is happening ,how long does this take. Tried calling the customer service, what a joke automated message says person you looking for is not at their desk.and get cut off.What the actual..tried whatsapp message on app, which only answers questions that have been put into their system so no joy there either