Wont close my Gold cheque account

What is so hard about closing my gold cheque account and sending me a confirmation letter?? Debt review centre is either offline or they tell me they are working on it. I have asked on 6 different occasions, first in November last year, then on the 29th of March, then every week after that, my debt counselor has also requested it on behalf but still nothing. I don't understand why cant you just close this account??? you are holding me back into debt review with incompetency. what is more absetting is for each request and complaint I sent, no one from FNB calls me to understand better, they just do what they want and send me wrong things and ignore my emails when I explain they keep sending me the wrong thing. customer service is shocking