Complaint

On the 20/12/2021 I went to the hemmingways store to close my account, I received a settlement amount paid it was told request to close was sent. I also received an email advising so. Today 15/01/2022 I receive an email saying request was cancelled, when I called the call center I was told a cellfone insurance charge was added resulting in my acc not being closed. Now why would charges be put through after I had requested account to be closed and paying off in full the amount I owed at the time. ????,