Never Closed my account

I am writing to express my disappointment and frustration regarding my account settlement and closure process. On 9 October, I requested a settlement quote for my account and paid the full amount. During this process, I specifically requested that my account be closed after payment.

I have since spoken to multiple agents over the phone and on WhatsApp, who all confirmed that the account would be closed after a 45-day waiting period. However, yesterday, 3 November, I spoke to another agent who informed me that there is an outstanding balance due to monthly fees accrued during the supposed "waiting period". This is unacceptable, as I was explicitly told there would be no further charges or fees after settlement.

Furthermore, the agent yesterday contradicted the previous agents, stating that there is no 45-day waiting period and that the account would be closed immediately. It appears that due to the bank's internal error, the account was not closed as requested, and I was not informed of any issues.

I kindly request that you waive the outstanding balance, considering the bank's mistake and the conflicting information provided by your agents. I would appreciate it if you could expedite the account closure process as soon as possible.