You are incapable of closing a FNB Credit Card!

I have been trying to cancel my FNB credit card for weeks now, they say download our award winning App or chat to us over secure chat. Truth is neither these channels can or will help you, they refer you to the branch. I take a day go to the branch fight the covid that surrounds me and have a lady tell me she needs to send a form to the card division something I should have been able to do over their award winning app and secure chat channels. She promises me high and low the card will be closed within 5 days that was 20 days ago. Now they have conveniently taken banking cost? I can only assume it's for their Covid fund because if they closed the account when I wanted to no charges would have been necessary! I understand why companies make it difficult to cancel their products but there must be at least some fairness?