Closing off an account

I went to a Jet store to pay off the outstanding balance on my account and also close off the account, this was on October last year, I was then advised to contact the call center, which I did while I was still in the store and the agent who was assisting me at the time confirmed that my account is successfully closed and on a zero balance and she will send me confirmation letter together with the settlement letter.

To my surprise the account appeared to be active on my credit score report with the outstanding balance I had settled, so I went back to the store again to enquire of this and the store assistant said that the account is active on their system.

I called the call center again, and I was told that my account is on pending closing status and not yet closed, after 9 months I had requested for this account to be closed and paid off the balance, How is it still active and also showing the amount owing? The agent then promised to send me the settlement letter, till to this date I have not received anything.

This was the 6th agent to tell me lies, as I have not received anything, my account is still on pending closing status and no one has got back to me.

For 9 months, ive been taken from pillar to post without any resolution to this.

Can my account be closed permanently and a settlement letter as well confirmation letter be sent to me.

I would appreciate if this could be resolved, its been almost a year!