Settlement letter

I have tried to close this account several times but still no one has helped me to do so. I've been to the store, they could not assist and told me to call the customer care department. I stood in the store for 20 minutes trying to do so but I was on hold and nobody picked up the phone. I then tried on my own and again was just holding on. Finally on the 5th of February I got through and I requested a settlement letter and banking details so I could settle this account. I was told that it will be sent to me within 48 hours however I haven't received it till this date. I now received this month's statement where I now need to pay the monthly service fee of R53 as well as interest which I could have avoided if I was able to settle this account when my letter was supposed to be sent. Displeased customer.