Poor Service

I have fully paid my account and have since requested that the account be closed. It has not been closed. I sent the request to the email address provided on the website *** and no response has been given. I've called several times and I'm directed to self-service options which then says all their is not available. The website says it takes +-24hrs to close and update client info on the credit bureaux. It has been 16 days since I requested the account to closed and it is still active. I want the account closed and my details updated updated on the credit bureaux