ACCOUNT NOT CLOSED

I was provided a settlement balance and I paid it in full and requested that my account be closed and I was told it was CLOSED!!! I received a message today saying that I should pay my outstanding balance. I called the call centre which has a bad attitude and horrible service. A lady by the name of Chelcie told me that she can see that I was provided a settlement amount but the other consultant did not include the initiation fee and tells me that I should pay it. How is it that when someone provides you with a settlement balance they do not include EVERYTHING? I want my account closed and FIX my profile on the credit berau. I also need a CLOSURE LETTER SENT TO ME!!!