Be warned so nice when they want you to open the account hassle to close it

My husband paid off his account and wanted to closed it. We have not used the account for over 2 years. Paid off and we went to the shop to closed it they phoned the call eyre and he was authenticated for the thing he bought 2 years back and he could not remember and the lady refused to close the account. Even when we check his credit score ackermans still shows he has not paid