Is finding a form so difficult?!!

How on earth do you close an account after paying the settlement balance?

We settled my wife's account last week (30/11) and was informed that she would have to go into a store to fill in a form to close the account. On 01/12 we visited two of your stores, thinking this would be a simple process. However, the staff at both stores could not find the form on the system. Is this form imaginary, or would they need a manager to log in and find it?

I demand we be sent a form to compete and return to have this account closed, before we have to end up paying fees for xyz come the end of December.