I want my account closed and my refund

I currently have an account with homechoice. I have paid up my outstanding balance and now I keep on receiving statements with an oustanding balance. I called the call centre to enquire about this. The consultant I spoke to told me that as I have paid the outstanding amount the account is closed. Now I still have to pay more money, what am I paying for now. A few years back I had a credit balance from the previous purchase. I also asked the same consultant if I can get that refund and she said she can see that amount but i can't get the refund. I asked her why and she couldn't give me an answer. I am so upset wiyh the service we get at homechoice. I never want to deal with them ever again. They just don't know how to treat customers. If an account is paid up it must be closed especially if the client is requesting.