Closure of account

Good on the 28th of June I went into Mr price Tambotie, to pay my account off, the cashier gave me my balanced and I paid it up in full, I requested for my account to be closed, a form was handed over to me and the form was send off to the head office, today 18 days later, I decided to call the head office to check if the account is closed, the guy over the phone told me that it's not closed and I have to go to Mr price Tambotie so that can resend the forms,cause you can't assist me because my balance now is R65, how when I paid every little cent and closed it on that daily, pls help cause am not responsible for paying this balance