Poor services by Nedbank and delay tatics to incure charges

Client for 20 years and they cant help me close an account for over 6 months. Kept delaying and charging maintence even though I went into the bank and fillout forms and they going to submit Monday as they could not do it on the Saturday. This was at the Tygervalley branch and even online have chat no means of escalating and do not answer all of the questions