Account settled but still not closed

I have settled my account on the 17th September but was told i didn't pay all the amount I need to to pay R38.48. I paid that and sent my ID copy and letter for closure. I was told they received my documents and will forward to closure department. when I called today I am told I shouldn't have paid the R38.48 i need to ask for a refund. I called again to get a second review and was not told of any refund instead they didn't receive my documents. I sent the documents and called and spoke to Rudi who said they have received the documents I need to wait another 48hrs. <br> <br> I do not have time to be waiting, I need this account to be closed.<br> <br> Please assist in investigating this matter.