Struggling to close an account

After settling the balance i owed in September, now I'm being told that there's an amount I still have to pay for my account to be closed because I didn't request a "settlement letter" and that there's a missing payment. How so when i was told to just settle the amount and that my account will be closed? I even sent through proof of payments to multiple departments.Ya'll are doing a good job of milking people off their money. Honestly your service is unpleasant.