Shocking service - will not let me close an account and downgrade another

I logged a query on Secure Chat with Buyiswa to close my credit card account and downgrade my account. She gave me the reference CAS-***9-Y9T2V6. Turn around time was supposed to be 48hrs.

Almost a week later, I have spoken with Dyan on Secre Chat and apparently the case was closed as resolved:

2024/07/12 06:46:26 00001 ***58043 X30181 2029/07/12 ***58043| CAS-***9-Y9T2V6| PH - PC CC ACCOUNT CLOSURE| CASE RESOLVED

How has it been resolved when my credit account is open and I am still on Premium Fusion which I am no longer interested in? Are you forcing me to use your services when they are lacking and very poor?