They refuse to close the account even though it’s paid up

I am at my wits end. I want to close my account and it is paid up, I have been to the store in Baywest and they sent through a request. They were supposed to be able to assist. I then decided to send an email and received no response. I then called the accounts department countless times but they do not answer the phones. I’ve been sent from pillar to post, and the next time I receive an email from them I’m sure it will be a statement saying I owe money with new costs incurred. Please people, I have been patient. Please close that account