Closed account

I am writing this review on behalf of my Aunt SL Mofo***eng, she had account with Nedbank for more that 15 years. 2017 she went to Nedbank branch in Tembisa Festival mall to close an account because she's no longer employed anymore. She was assisted by the lady called Nomfanelo her contact details are *** who told her she has closed the account. This year 2019 she received phone calls and letters from Nedbank saying her account is in arrears, she then went back at the same branch and explained her story again where the manager was also involved in solving her matter. Managers name is Tsakane and her contact number is ***, she was told by both Nomfanelo and Tsakane that she must first pay R571.66 so that account can be closed. She paid that amount on 02 November 2019 at the same branch and they told her shes not getting any confirmation and account will be closed. Saturday 23 November she then went to the bank again to find out if the account has been closed. When they checked for her on the system it was shown that the account is still active and they have been charging her service fees and the lady who helped her, there is nothing she can do only Nomfanelo can assist since she was the one who was dealing with this account since 2017. They have told her shes on leave and she will be back on leave on the 26 November. Can we please get assistance in this matter because it looks like the branch manager also failed assist in closing the account. Her details are as follows when engaging with her directly.

SL Mo***eng *** Cell : *** Bank card was destroyed in 2017