Acc closure

Poor service, My Mom went into the Three Rivers Riversquare branch to close her account, on the 27th of February. On 10, 16 and 24 March she received an SMS to tell her her account is overdrawn, in other words the account was never closed. She has since called the branch once and went into the branch 3 times, and was told some one will call her back which never happened, The last time she was in there she actually overheard a gentleman saying he has been battling three months now to close an account... so exactly what does she further need to do , go in and press the necessary buttons herself ?