Closure of account

One month ago I called request for my account to be closed. I repaid the account in full and there was a credit balance on my account I explained to the person that helped me I do not have excess to a printer so thet did my question by telephone and promised my account will be closed within 14 days. I called then again after longer than 14 days they took charges fro my account after I told them I destroyed the card. No by balance is less due to the charges and still thet did not close my account the lady that assisted me told me she can see the account is dormant but they still debited my account for card charges and service fee what services fee and I did not get services and they can see on the system whom I talked to a month ago now I get emails with documents that I have to complete to close the account but my account was open when the call centre sold me the card there was no forms but now they take my money and I have to complete forms to close the account and pay charges on inactive account