HELD UP AT RANSOM!

I settled my VIP Card at Guess The Palms branch 0n 01/12/2015 and requested the account be closed. the branch sent the email on my behalf to whichever dept does closures. to my surprise today I received a statement and even though the balance is R0.00 I still need the account closed. I do not want to start getting billed for admin and chard protection charges on an account I no longer need. I called the RCS customer line and the consultant was so unhelpful. she kept me on the line to confirm all my details only for her to tell me it is not her dept I must email to closures. Just another unnecessary addition to my phone bill for no help! Immediately afterwards, I sent the email which bounced back so I called RCS Head Office. the lady that assisted me said it was also not her dept. referred me back to closures and said I need to supply a copy of my ID and proof of settlement. I argued the statement reflects the payment transaction and the balance owing is R0.00 so why need proof of payment? is this really necessary and why is it so difficult to close a paid up account? I need this account closed asap and I require a written confirmation. I feel like I am being held a prisoner!