Standand Bank ***** on Customers

I closed a standard bank revolving loan about two years ago, and everything went queit as things should. End of May 2025, my FNB account had a debit order deduction of the same amount and reference number I was using for the revolving loan. I tried to reverse the debit order from FNB but their system doesn't allow me to reverse the debit order. I then phoned standard bank they told me my account was never closed while I remember very well that I did request for them to close it. Now I have been on the call with them since this morning and their call centre referred me to their retention department to close the account because they are saying this debit order is for service fees on the same account I asked to be closed. Standard bank retention is not answering the phone, I am now not sure whether this is intentional and I classify this as *****. I have been on hold for the past 3hrs trying to close this account again still.