Bad Customer Service

I paid up my blue label connect account however its still reflecting on my credit profile as active, I called into the call centre and was advised to forward my paid up letter to a specific email address and was further advised that it takes about 14 working days, however a month later I called in and was advised by the call centre agent to forward the email again which I did.2 months later I am still waiting.I called into the call centre spoke to one of the agent who put me through to a Team leader and she took my details down and promised to call back, 10 weeks later I am still