Poor Customer Service delivery

I need your help. I closed my standard bank debit account in 2017 at the Library Gardens branch. The person who was helping me gave me my remaining balance to the last cent and told me the account is now closed. Clearly the consultant didn't close it because in October 2019 I received an email saying that I owe Standard Bank. I then went the Sandton City branch (because it's close to where I live and work) to inquire about it. They told me, the person who was supposed to close it, didn't close it and in order for it to be closed the outstanding balance needs to be written off/reversed and I should be issued a letter that stipulates that my account is closed. To my surprise they told me that for that to happen I have to go back to the Library Gardens branch because if they do it on their side, they will be short. I didn't understand why I have to travel far away and spend time and money for something that can be resolved right where I was because I thought any Standard Bank branch should be help me with any Standard Bank related problem. Nonetheless, on the 3rd of November 2019 I went to the Library Gardens branch and I was being helped by a male consultant (who had no name tag on) who expected me to remember who helped me to close the account in 2017, he also told me to pay the outstanding balance. I disputed for paying for someone who did not do their job well. He told me they will investigate and get back to me. He then took my phone numbers. I asked him when should I expect a call because I felt like he told me that so that I can go away without getting the help I came there for. He told me he has no idea how idea when should I expect a call. I then asked to speak to the branch manager, and she was busy with other consultants. She asked one of the consultants to see me on her behalf. I told the consultant that was sent to me the whole story about my account that was not closed and I asked her I wanted to know from the branch manager when should I expect a call because I was told that they will investigate. She told me I will get the call on the same day. Today it's the 29th of November and I haven't heard from them. Please help resolve this problem.