Credit Card Account Not Closed

On the 23 December I requested that my credit card and account be closed. I paid up what was due and i was told that i needed to request closure via email which i did. I stand to be correct but a week later i received a call to say that my account would be closed and the monies owing to me would be paid into my personal account. It is now the 4th of Feb and my account is still opened and nothing was done apart from kulula credit card charging me top up debt protection and interest on an account that had a positive balance. I now all of a sudden owe kulula credit card around R376 before they owed me around that amount. I have contacted the call centre with reference number Rx*** which in that call i was told about the email instruction if i can remember correctly. the lady i spoke to was Cleo and she said she would get back to me and she did telling me that her team leader mentioned i should lodge a complaint with [Email Removed] as no settlement amount was requested etc. and so today i forwarded [Email Removed] i went online to log a complaint and the reference number there is 86KQHIWV. i just want what is owed to me paid back and my credt card account closed.