Cannot close my Kulula credit card account

Tried to close my Kulula credit card on 10 February. Completed the form they sent me and emailed it to the FNB email address I was given. My account is still not cancelled so they are now billing me yet again for an account I have not used for two years because they could not issue me with a new card. Reason: Kulula did not know how and passed me onto to FNB. FNB did not know how and passed me back to Kulula. After several back and forths I gave up on using my card.

Yet I get an amount I must cough up every month for this dormant account.

When I called Kulula today I got cut off three times with three different people before they could help me with my enquiry.

Why is it so hard and complicated and impossible to close my credit card account?????