What is going on at FNB???

I've been trying to have my FNB Personal Account and FNB Revolving Loan Account settled and closed for the past NINE months now. It seems like the one hand doesn't know what the other hand does at FNB - zero inter-departmental communication. Branch personnel with their hands tied: "Here you speak to Customer Care yourself, maybe they will listen to you!" After no success - Customer Care put the phone down in both our ears: "Try the app. You can do everything on the app." No success there either. To access my account (which was done inside the branch previously) I need to contact the ***** Department... Three calls, and being on hold for 10mins each time, no answer, and no success. Fourth time I get to speak to someone, but she cannot help me either. I need to contact the individual at FNB who put a hold on my account. How many calls later, how many voicemails later, and another week later - no answer, and no success!

What is going on at FNB??? I used to LOVE every moment of banking with them, but it seems like there's a huge problem lately. I am considering moving my business account to another bank as well. I cannot do this any longer.