RCS Game store accuount STILL NOT CLOSED after SETTLEMENT DATE of 5 November 2018

I visited Game Newcastle on 5 November 2018 to SETTLE my game store card. A gentleman assisted me and he phoned for the settlement amounts, and informed me that when I deposit the money , the account will be closed. I immediately deposited the amount that was given. as of today, 22 November 2018, my account HAS STILL NOT BEEN CLOSED!!!! I sent an -mail on 15 November 2018 to ********** as a follow up, needless to say I have had no reply. I have tried to phone them on ***, and just get voice prompts and one holds on forever constantly reminded of "need another card for a friend or family member, you can now apply for a secondary card, simply speak to one of our consultants. Well, you can't even speak to a consultant to resolve the issue of why my account has not been closed yet! I have phoned no less than 18 times today and held on in excess of 20 minutes. I expect confirmation of closure of both accounts as stipulated in my email dated 15 November 2018. Proof of payments made on 5th November 2018 as well as e-mail sent on 15 November and again today can be supp****. I will not hesitate to refer this to the Ombud should I not be contacted via e-mail of the outcome.