Worst service ever

I will mention again that I have been with FNB since 2006 and the treatment that I am getting these days is really upsetting. I wanted to close another account earlier this month. The consultant told me to wait a few days before she can close it. I accumulated charges obviously. Today I went in to close it and another consultant told me that I have to pay the outstanding amount(R19). I told him I have cash on me for such things and I need the account to be closed. He told me that he can't do that because the bank still has to charge me if I deposit that R19 into my account. So I must still wait to see how much I will be charged for that before he can close it. What upsets me is that it looks like this will never end.