Terrible service

I am soo annoyed and disappointed with the service received at Capitec. I have been with the bank for over 3 years and have never experienced such poor service.

On 11/10/2021 I called to request closure of my capitec credit card. Upon logging into my account the consultant informed me that I needed to pay settlement of R244.35 for costs related to closing the account which are above the normal credit amount which I already paid. I settled that amount whilst on the phone and was assured that the credit card is closed and card is stopped. She said I must call in 45 days to get the paid up letter as it was a credit card hence takes longer to issue a paid up letter. I agreed and call back today 24/11/21 to request paid up letter as agreed. Capitec now informs me that I have to pay R33.61. WHY?? why should I pay any amount for a card that you assured me was closed and inactive pending paid up letter?? I then requested the number to their complaints department which I called at 09:49 asking for resolution to this matter. The agent assured me I would get an email confirming my complaint has been logged and confirming my reference which she said is only generated after the complaint is fully logged. It is now past 16:00h and I am still waiting for an email confirming my complaint number.

This is such bad service and is unacceptable! Why must I struggle so much to close an account. All the time spent on calls just to receive no assistance! I will surely be looking at what other banks can offer me.