Why would you close my credit card account that is paid off?

This complain is specifically for ABSA credit card division

On Monday the 31st of August I called ABSA to notify them that I have settled my credit card which was on arranged status and requested that they close it off. The gentlemen I spoke with, Nkosi undertook to liaise the relevant department to contact me. On Wednesday I tried to ring Absa collection department and was on the line for approximately 17 minutes with the IVR that kept me on an unending circle I finally got to speak with someone after many attempts, this was now on Thursday. The lady Mbali was kind enough to connect me with the card division. I was told that the account has been referred for a closure and to date the account remains open with funds that are due to me. While my account was paid off on the 29th and the notice was placed adequately on time, two deductions were laid for the credit life policy as well as some ledger fee for the budget transaction. I just fail to u destined why wouldn’t ABSA free me and pay me what is due to me. I firmly believe that the two deductions made subsequent to the notice of closure given should also be refunded to me. I am highly disappointed and disgusted by the service I have been given

On the contrary, Nedbank was efficient with their service. I phoned them on Tuesday to close my credit card account which was also paid off on Saturday. On the same Tuesday I received an email notification of the credit life policy cancellation. A day later my account wqs refunded and the letter of closure was emailed to me.

Why is it soo difficult for ABSA to close my account or even acknowledge my request to close this account?