Bank client's instructions ignored

During 2000, Miss Kay applied for and was granted an overdraft facility by her bank. As security for the facility, Miss Kay furnished the bank with insurance policies, over which cessions were registered in the bank's favour. On the 9th of November 2007 she decided to close her account with the bank. She also settled the outstanding debit balance on her account. On the same day, and in writing, she instructed the bank to close her account and to uplift the cessions over her insurance policies. On the 5th of May 2008 she perused her bank statements only to notice that her account was still active. Her request of the 9th of November 2007 to the bank to close her account had not been effected. Furthermore, bank charges had accumulated from November 2007 until the 29th of April 2008. She was also penalised with a fee for an "overdraft excess". She immediately made enquiries with her insurance company with regard to the policies held by the bank as security. She ascertained that the cessions were still registered in the name of the bank. Upon investigation by the Office of the Ombudsman, the bank acknowledged that there may have been service failures in terms of the bank's handling of Miss Kay's instructions and accordingly refunded her all the bank fees which had been debited to her account and, in addition thereto, the bank made a cash goodwill payment to her.