Appalling customer service /Angry customer

Worst experience ever. Been trying to close my account since last month with no assistance and luck.. Paid the amount due on the 20th April instead of using my ID as reference I used my full name, without any knowledge where of, sent it to *** and *** and attached my bank statement confirmating payment but when I login and have a look at the statement it's incurring charges and hasn't been closed as per my request. I demand my account to be closed, I have been calling and emailing with no help whatsoever