Listen to understand, annoyed

I'm so fed-up since last week Tuesday I have been requesting that my piad up account be closed and be sent a paid up letter. On Thursday I even had to call and the consult that I spoke to understood my need I thought, my request was very clear and in plan language, CLOSE=PAIDUP LETTER. Yet to date I receive emails asking me clarify if I need account closed, clarify what the consultant had disclosed "once account is closed you will need to reply and subject to affordability&a favorable credit scoring only then can your loan be approved" but still my account remains opened. This is unacceptable. It's like someone either don't wanna do their job or my need is just being ignored. I even got a ref number confirming that my issue has been resolved but nothing.