Failure to process account closure request

I requested a settlement from ''Sharmilla'' the 22/12/2015. I'm yet to receive such, R 20013,82 was the amount she quoted me on. She insisted I wait for the settlement letter. On the 30/12/2015 I went to Game Middelburg , as I was advised the they have ''agents desk'' for Rcs within their premises. Got a quotation of R 200115.17 from the lady whose name I could not recall. She advised that they are not allowed to accept cash or any payments, I had to go to do the payments somewhere else and bring back the proof. After having had a difficulty finding a store that could assist me, I went back home and came back the following day. Upon my return to the mall the 31/12/31, I went into Sport scene and insisted on making an electronic payment, even thou I was denied, as it was the case with the previous day. Upon submitting my proof at the help desk, I was told the amount changed, spoke to ''Cailen Martin'' who is supposedly a senior, she promised to escalate the matter and monitor my account . Further promised to monitor my account and alert or call me should there be any issue to be of concern. My account is not closed and I received no call from no one. Im being send to & fro...