Game Store Card Irritated Owner

I must say this is the worst store to get credit from and im still suffering from their un-professional staff and worst communication platforms. Ever since i used the card i've had un-understandable charges that they couldn't clarify what those were for, sent them numerous e-mails both from my personal and work e-mail and also tried calling. I requested a settlement amount on the 31st July 2019 which was provided and settled the account and was advised to call back the next day because i want to close this account but when i contacted them on the 12th August, Asithini who seemed to have woke up from her sleep after 30 minutes of holding on the line said she would send a request for closure and that i would receive confirmation of this after 48hrs but the account will only be closed after 36 days. I'm still waiting on the confirmation and fail to understand how i can open an account within hours but can only close it after 36 days. I'm really upset about this and should i not receive any confirmation by the end of business day next week i am gonna report this to the Ombudsman