balance dispute

my name is Nthuping,i had an account with Game and on 19.02.2015 i called their call center requesting a balance as i intended to close this account,i was given a balance of R9632.10 by a consultant by the name of Terel,he then instructed me to send through proof of payment,my id copy and the letter requesting closure of account to [Email Removed] for me to get paid up letter that will also confirm that my account is closed.i did as requested on the same day however i did not get any correspondence from them untill today.i then decided to call today on 11.03.2015 and i spoke to Zowey who advised me that my account is not paid up because i was given balance not settlement amount,which is what i am disputing because i am not working for RCS i was given the balance by their employee so i am not gonna be held accountable for their mistakes or incompetences.i want my paid up letter that will confirm that this account is closed and my ITC record to be updated as paid up on this account then RCS will sortout their their issue with the employeee NOT me.and if there were any fees that are due why is it that from then i did not get any notification from their closure department.