Service failure

I closed my account on the 30th of September I was told 7-10 working days, it passed the account was still active, I went back to the branch I was told it’s 15 working days, that also passed I went back to the branch and I was told its with the head office they can’t do anything on their side. This is the exact reason why I closed all my accounts with Old Mutual . No communication whatsoever, I asked if there’s any additional documentation needed they said they don’t know. How is my account going to be closed if no one knows what to do?