Poor Staff behaviour and staff business ethic

In June of this year I visited the Edgars store in Canal Walk and paid up my outstanding balance and advised the cashier that I was closing the account. The cashier cut up the card.I called the call center for a paid up letter, but advised that I cannot get it as the account is still active with a balance of R25.00 for some financial product.Apparently I was suppose to cancel it when settling and as I didn't I am still liable.Please advise when I signed up for this financial product? 2 years back in September I also paid up the account , I was not then charged for this financial product! On the line with a call center agent who was extremely rude in telling me that I just have to pay it, I requested to speak to a manager, Rene Hendricks who until today has not called me back as she needed to refer the matter to her superior.On the phone the next day to Caswell who was even more rude than the first agent and even advised there were no notes on my account! As I'm trying to buy a house, and this appearing on my credit profile I wanted to pay this R25 but as I am awaiting a new ID and as the card was cut up I can't even make a payment. Write this amount off n provide paid up letter