Can't get a credit card cancelled after numerous attempts and they want you to hand you over because they want their fees!!!!

Tried numerous times to get the credit card cancelled, they don't do it and expect me to pay the fees. Tried and tried and they say everything is recorded, but still, they do nothing. Today, their OTP system didn't work, so the agent asked me questions, ID number, cell number etc, and then tells me I failed verification, so she can't help me. So I ask her to get an agent to call me back - she just says I can't help you. Now, i'm getting these texts to say they're going to hand me over to a debt collector - for fees they are charging!!!!!