Refusal to close off my store account

I have been struggling to close off my account with ackermans for a couple of months now. I settled the account in store and I told them I wanted to close off the account. To my surprise when I received an sms that R40 is due on this account, when I went to the store to inquire, they told me I owe R101.84. I paid the amount and they refused to close the account still telling me I need to first cancel the Policy on my account, they told me to wait for an sms with the policy cover provider which was going to take 15 minutes for me to get. But till date I never received the sms. Today I went to the store, we phoned the call center but today the consultant who assisted me the previous time told me I failed the same security questions she asked me previously after giving her the same answers. Still they refuse to close off the account. I refuse to pay any money because I settled the account.