Closed my account in 2021 but the lady at the MTN store in Cavendish did not close it

Closed my account in 2021 but the lady at the MTN store in Cavendish did not close it. Was charged R384 after paying cancellation fees of R560 due to the lady not cancelling... The CIM legal department and Customer Care refuses to send me my paid up letter which has led to me losing great opportunities