Edgar's is holding me hostage

I have been trying to get my account closed for 2months. Paid off the balance and called into client service same day to have the account closed from the store. I was informed that it would take 36 days for the account to be closed. My partner and I did this together. Within 48hrs he received a paid up letter. I did not. I called 3wks later to request a paid up letter and I am still waiting.I called again on Friday spoke to a very rude Sithembiso, had to fight just to get details on my account status and I am still awaiting the letters. They have not closed my account, have not provided paid up letter and have not removed the account from my bureau and it's been well over 36 days.