Pathetic Service - Customer Frustration

I had a Virgin Money Credit Card which I paid off and the card has subsequently expired. Now I want to close the account and been told they cannot do so because there is a credit balance of R89 available. I called Virgin Money (30min+) who told me I need to go into the branch, did so and as told I cannot withdraw the funds I need to call Virgin Money... I called again (30min+) and asked to send them the account to which I need the funds transferred, did that on 7 November. I have followed up with unanswered emails and when calling again just been advise "the matter has been escalated". This is extremely frustrating. How can I get this resolved?? I am in New Zealand now and not wasting another cent on calls. I need the paid up letter for a clearance certificate.