Why can instructions not be completed?

Why is it the clients responsibility to follow up on service levels promised not met? How difficult is it to close a banking account and how many times is it necessary to go and waste time in a bank when what is promised is never done? <br> I have been trying to get my accounts closed at Standard bank due to the absolute incompetence and zero service since August last year and again today I have been told to again take time to go to a branch to waste time to again go through this process... <br> Are Standard Bank prepared to pay me my Hourly rate for my time they are wasting??<br> <br> <br> <br> <br>