Complete incompetence in closing account

I called the Standard Bank Biz centre to request the closure of my account. I was told to request the closure through a private message using online banking. I then sent three messages with no response. I eventually got hold of someone at my branch who asked me to send another message. I did this and emailed her proof that the message was sent. She could not trace it. Obviously their secure messages don't work. I was then passed from person to person as only certain people can close accounts. In the mean time Standard Bank wants me to pay the service fees they charged through the process. I had a zero balance when I requested closure and refuse to reward there incompetence by paying them service fees for an account I didn't use and should have been closed immediately. They now ignore my emails as to how we resolve this dispute. After all the years I have banked with them I'm disgusted as to how they are treating me. I'm not the only person I know who is moving from Standard Bank.