Don’t open credit card, seems like you can’t close it

Started the process of closing my credit card on 2019/10/11. Was on a R0 balance. Phoned call center 2019/10/11. Was instructed by operator to deposit a further R138.98 to allow for charges and was assured that I would receive documentation via email to complete before account can be closed. Phoned again 2019/10/14 as I did not receive any feedback. Received document and mailed completed document back. Received notification by mail on 2019/10/18 confirming closing request, stated that account will be closed within 2 days and credit be paid to account of my choice. 2019/11/04 - account still not closed and was charged account fee, service fee, and interest.