Credit Card enquiry

Good day

I had a credit card with capitec bank , which was in use , however i decided to settle the account in full and close the account. I went to the closest Capitec branch and when i got there i asked the consultant if there was any cancellation fees, admin fees and the consultant advised me NO , there after once i have transferred the funds to settle i decided to pay in an extra R 100.00 - When settling the account the consultant at the branch did advise me that i now have to pay an additional R 35.00 which i did not really bother about but i decided to pay the amount . The consultant at the branch then contacted Capitec head office and spoke to a consultant and she did advise the consultant at the head office that i want to close the account .The consultant at the branch then printed out a document saying to me that this is a confirmation letter that the account would be closed and you will be refunded within the next 45 working days and that at the end of the month i will receive a confirmation letter from head office. When i do decide to check my credit score , it states that i now have a balance with Capitec bank - I then contacted the customer care and spoke to Bernitta Sutton who advised she will look into this and get her team leader to call me (team leaders name is Nosibulelo Yedwa ) however there was no call back. Bernitta did confirm that the consultant (Nonsikelelo Pulati ) who took the instruction to close the account - did not do that at the head office on the day i visited the branch. Now i am receiving sms stating that my capitec monthly premium will increase to R 40.00 - MY CONCERN IS THAT THIS ACCOUNT WAS SUPPOSED TO BE CANCELLED AND CLOSED AND I AM NOT LIABLE FOR ANY SERVICE FEES OR ANY OTHER PREMIUMS - FURTHER MORE I HAVE MADE A CALL TO CAPITEC ON 18/03/2020 THE CONSULTANT ADVISED ME HE WILL EMAIL Nosibulelo Yedwa TO CALL BACK BUT HOWEVER ONCE AGAIN NO RESPONSE . I have also made a call on the 19/03/2020 and continued to go back and forth with the consultant - eventually i had to hang up because i was not assisted . THIS IS VERY POOR CUSTOMER SERVICE AND ALSO WHAT HAPPENS TO THE PEOPLE WHO DONT UNDERSTAND ABOUT CREDIT CARDS OR DON'T HAVE ACCESS TO INTERNET TO WRITE REVIEWS OR COMMUNICATE WITH CONSULTANTS ?that's not on ! This matter needs to be resolved immediately !!! Also if there's any charges that needs to be made it needs to come out Nonsikelelo Pulati bank account due to the fact that he /she did not follow an instruction ! unfortunately i had to write a review because i was not assisted on numerous occasions and also due to the fact that i will not be liable for additional payments or have a credit card that is active -where as it supposed to be cancelled and closed ! this is not on ! train your staff on policies and processes