Impossible to cancel a credit card!

My aunt is a customer at Standard Bank and has been for many years. She recently asked for a credit card to be cancelled. She has sent numerous emails to Standard Bank requesting them to cancel the card. They have acknowledged receipt of her cancellation request a year ago already. More than 12 months later, Standard Bank are still charging her a monthly card fee for a card she no longer has nor uses!!! When she goes to the branch, she gets told to go to the Card Division and there isnt a Card Division in Pietermaritzburg where she stays. She is so frustrated as she keeps being charged this monthly fee! The card was paid off and she requested cancellation more than a year ago!! It isnt a lot of money each month but its annoying and it quickly adds up!!