Unable to close credit card account despite settlement

I’ve been trying to close my credit card with Discovery Bank since 18 February, and the experience has been incredibly frustrating.

I paid off the full outstanding balance in February and was told the credit department would close the account. However, I never received the settlement letter they claim was sent. Since then, I’ve called four separate times, and the account is still not closed.

To make matters worse, a service fee was deducted after the account should have been settled. When I called, I was told the fee would be reversed — but instead I received an email saying they cannot close the account because I owe them money.

This makes absolutely no sense given that the card was already paid off. At this point it feels like nobody knows what they’re doing, and the whole situation is starting to feel very unprofessional and borderline ****-like. I just want the account closed and this matter resolved.

Really disappointing service from Discovery Bank.