Poor customer service

Good day

I have been a customer for quite a while with fin choice, and I am currently disappointed with the level of professionalism in how they deal with their admin, I'm currently applying for a bond, and would like to get a letter that shows that I have finished paying them and that my account is closed. I spoke to Abdullah who explained that they can only print a letter saying the account is paid but not closed, I then asked to speak to the team leader Warren who explain that they can not provide me with a letter saying my account is closed. I would just like to know how come a big company likes fin choice can not provide for a letter that says my account is closed but are able to give revolving accounts to customers. In my view they cannot meet customer satisfaction. I mean if they can write a letter saying the account is paid why is it difficult to draft a letter saying it's closed. I'm really disappointed with fin choice