Easy hooked, impossible to get out

Terrible service. I have settle my credit card and requested for the account to be closed on 6 June 2019. Having been turned away at Paarl branch saying they cannot help me i have wasted so much time speaking and chatting to atleast 10 different banking consultants all which has helped me and sent of a request for the cancellation. I have filled in the form and sent it off, yet to this day i still have a ****** credit card account. I don't understand what is the issue?