Pathetic service from Nedbank

I have been trying to close my credit card account since 13 October 2020 when I found there was duplicate and erroneous billing during the month of September. The agent was not able to assist with the duplicate billing and said that there was a general problem that was experienced with the bank and opened the case reference COMPLAINT REFERENCE NUMBER : ***5.

I have been going back and forth with Donal Komo a client services manager since this time. Initially he assured me the erroneous billing would be reversed and the account closed. Then it was that the account could not be closed because there were greenbacks that were not claimed. After I retrieved the greenbacks I sent and email(20 November 2020)l to Donal Komo informing him and he assured me he would follow up and get back to me. It has now been two months and I have not heard from him. How can it take two months to get back to a client on an open and active complaint case? I emailed him yesterday and all he could say again was that he would get back to me.

In the meantime the account still remains active and is attracting high fees monthly. I have moved all my accounts from Nedbank after being with you for over twenty years because of pathetic customer service like this. Kindly escalate this to someone who knows what they are doing and close this account as well as fix all the incorrect billing. I refuse to pay any fees for the time that this issue has been going on for.