Wrongful Legal Handover

I have been handed over to external vendors by Standard Bank for a cheque account I asked them to close some months ago at a branch. On the day they said they had network issues and the lady said she would close it as soon as the system is up and running again. As my banker I had faith that the agreement would be followed through. The account has no overdraft facility and had just accumulated bank charges. I demand Standard Bank to close the account, reverse the write off and the bank charges.