Rage doesn't want to close off my settled account.

Early this year in 2023 I have paid off Rage account in store and asked the assistant to close off the account but the assistant refused and said I must send an email to closedaccounts at rage so they can close it. I have been sending emails every month for them to close the account but it's still not closed and also no response from them. It's also messing up with my credit record.