CREDIT CARD COLLECTIONS NEDBANK

I settled my Nedbank Credit Card in full on the 27th of November 2024, I called in and spoke to Thuli at credit Card Collections and asked her to close the account and send me a paid-up letter, but she didn't'. I called again on the 29 November spoke to another guy but still did not get my paid-up letter and account still not closed as per request. This morning, I called and spoke to Trevor from Credit Card Collections who just decided to be sarcastic and hang up the call. I do not understand why I cannot get this account closed and get my paid-up letter. The next thing they will expect me to pay all charges that are busy accumulating on the account, yet I gave a clear instruction to close.