Poor service from credit card department

Contacted the credit card department to close my account after I've been told that my account has been settled. Received an email from Veronique Williams saying that she tried to contact me and that I still owed money on the account after paying everything. The payment has been made, I sent an email back to Veronique with an alternative contact number, tried calling back and her phone kept going to voicemail but still no assistance in almost a week, More charges has been going off from the account and I should just keep paying even though I've asked for an account closure and even after being told that my account has been settled? And still no assistance from anyone.