Pathetic ********* practice

On the 4th of January I called Capitec and asked them to close my credit card which was fully paid. I was advised that my request was actions and that the credit card account will be removed I should give it 24 hours. Fast forward to today, the account was never closed and someone accessed my account and used the money in the credit card. I call to enquire as to why the credit card was not closed, they hung up on me saying I was negligent. How when I requested the account to be closed?? The agent couldn't even request the call recording and find out why was it not closed