bad service account closure

I settled my account on the 31-10-2019 as per the settlement quotation given on the 27th of October. One of the agents called me on the 1 November I confirmed that the account is paid already. Instead of doing a closure account they sent me another settlement quotation for November. I have been calling them requesting for feedback as i need the account to be close and clear my name even sent screen shots of the arrangement and proof of payment. Its frastrating how bad the service is.