Game refuses to close account

In March 2020 I paid up my Game stores account and requested my account to be closed. I was told that I would receive confirmation that my account has been closed in 48 hrs and that it would take 36 days to close the account. I understand that the pandemic came along. but it has been how many months now and still the Game account reflects as an open and active account on my credit profile. I keep going into Game, asking them to close my account but they keep telling me the same story. I do not understand why the do not want to close the account. Please urgently close the account.