poor service

I have been using this standard bank. Its good. But I would like to complain about the other services specifically the issue of having your money retracted at the ATM. I wanted to close my account so I notify the bank through email if they could help me with my request. They did not even respond to the email. I went to the bank they told me my bank account has a minus because of the bank charges. But I explained that I had send an email but they said they don't close through email. I had to go to the ATM to deposit the money because they said that the account can not be closed with a minus balance. Guess what, the money got retracted when I was depositing. They told me to come back after 5 days for the issue to be resolved. I feel like standard bank failed me I did not expect this. I hope when I go back there wont be issues arising again and I am sure to write about it again if they give me another second round of poor service delivery.