Closed accounts not really closed

We had a joint investment account that we decided to close after 15 years of trading. After getting all of the required signatures two of the members went to close the account. This was duly completed. Unfortunately a recurring payment was deposited into the account 3 days after it had supposedly being closed. We are now receiving statements from the closed account which is now showing bank charges and a positive balance. Calls to the call center (which take at least 5 minutes to get through the token questions) resulted in being bounced to different departments and a suggestion to go back into the branch. It has taken roughly 4-5 hrs of different peoples time to close this account the first time around, it does not seem right for us to spend another 4-5 hours to do it again. All of the documentation is in place to close the account. Funds need to be transferred out and the account closed.