******* or ****

Hi, I have this account for about/ almost 2years and I've been paying my account up to date but now I see there's no difference or any movement on this account it has been on 5k for a long time even now and for the entire months complaining that nothing has become better. One of the salesman checked with me and confirmed with me that I can pay the 4k if I want to close the account but now the account moved up it is now a 10k that I need to pay them whilst I'm not using the account anymore but paying please I need this ******* to be cancelled I really need help with this one thanks in advance.