Struggling to close a paid up credit card

I had bad experience with capitec bank. In 2018 I had a credit card with capitec, which I was paying every month without skipping payments. Towards the end of the year I lost my job and missed 3 payments. When I was employed again on the 4th month I made payment again but discovered that the account has been written off l, I continued to pay until the account was settled in January 2020. I then went to the branch at lenasia where I was assisted by shantanese who promised to close the credit card but it still remains active. I've been to signet branch, katlehong, alberton..but no one is willing to assist me. I sent an email where I was asked to attach a paid up letter of which I did but I still didn't get help. Nadine Johannes said i must to the branch to get help, this morning I spoke to thandolwenkosi from the call CENTRE he also referred me to the branch. It's been a year already but I'm struggling to close the account. What do I need to do now?