Identify pathetic service

Requested for my account to be closed as I was informed by a consultant that my closure letter would be sent to me within 2 days after first being told my account cant be closed due to me overpaying my account by R1, after 3 days I had to phone them as to no closure letter received. I was then advised that my account was not closed. Its now been 3 weeks since i requested for my account to be closed and it has not been done.