No one seems to know how to do their jobs

I have closed my account in May 2018 they took my card and broke it. I requested the paper they mail to their head office for proof and likely for me I did now a year later after mails and calls Mr Price keeps on phoning me for an amount and says account not closed I am fed up they keep asking for the proof then I send it and for a month it will be sorted then they'll phone me again. IS THERE SOMEONE THERE THAT KNOWS HOW TO DO THEIR JOBS!