Bad credit experience

Good day,

i have been requesting for a paid up letter and until today i still have not received any just an email that says my account is closed but the credit card still appears on my credit profile. it looks like for my accounts to be closed i have to send complaint first before things get done properly , this is tiring i must say. please close my credit card and send me a paid up letter as well as update my credit profile with Experian.