Account closure

I have been trying to close my Mr Price account since December 2018 to no avail. The first response I received was that there's a balance on the account, after I already paid the account in full. I then paid the balance and went to a store to complete the cancellation form. After which I got the same response of a balance that must be paid.

I dont understand why I only get a response when there's a new balance. Why cant the account just be closed as requested after the balance was paid.