conformation of closure

I called call centre on the 28 October 2015 requesting my settlement amount and advised the consultant to send me a closure letter and she advised letter will be sent after 24 hours they have to wait for payment to reflect, letter was sent but is was a paid up letter called the call centre again and they were now changing the story saying I must wait for their financial run, Why was I given the wrong information, I was a loyal customer paid up my account on time but I have to be sent from pillar to post just to get a letter saying my account is closed. After the service I received from such a reputable establishment I want my letter today don't owe the shop why must I wait for their financial run. When you open an account you don't wait for anything they approve within hours but to get my closure letter have to struggle like this.