Money trapped in Nedbank.

Appalling service. I am an overseas customer and I've been trying for years to use their mobile app in order to control my affairs. I've had log in issues and they never were able to rectify the problem. My debit card expired in September 2021 and I wasn't provided with a new card but they still kept charging me for a service fee even though they weren't providing a service. I recently contacted them about closing my accounts on my impending visit to South Africa. The generic private client email address stated that Naumi Kganyago would assist me. The reply from Naumi was baffling who stated that in order to close my accounts I had to open a new one. I have tried to explain my situation that all of the money will be spent on this trip so a new account won't be required and also to ask additional questions but despite getting a further prompt from whoever looks after the private client email account Naumi is still to respond. I am flying into South Africa very shortly but still don't have answers to my queries. I have no idea of what I need to close the accounts.