CANCELATION OF CREDIT CARD ACCOUNT

I have logged a cancelation request for my credit card account in November 2019. I went into the branch twice. I have sent 2 different emails for the same request. My credit card account has been paid in full so there is no reason for them not to close the account. Since November 2019 until now they have deducted the monthly service fee and nothing is being done with my request. This is honestly the worst service I have ever received from them.