VERY, VERY POOR SERVICE BECAUSE I WANT TO CLOSE AC

In mid October I had called the call centre to request my final amount owing in order to make the final payment to close. The agent on the call told me that I must pay the amount and send confirmation of payment with my ID to the closures department. This is exactly what I had done and nearly two weeks LATER I receive an email requesting my ID and then suddenly, I am owed funds to my account for which they require a letter FROM ME to pay the funds to. Due to their lack of competence and care for customers, I must now submit a letter to have my money paid back to me because of THEIR ERROR. Again, they requested my ID which I had attached a second time and also put my banking details on the very same email to make payment. I WILL NOT SEND A LETTER and to RCS because I paid the money that I was advised to pay and in fact, RCS can keep the R92.00 for as a 'blessing to their bottom-line' and JUST CLOSE MY ACCOUNT SO THAT I will not have to deal with this organisation anymore. I know that companies make it difficult for customers to close or move accounts as part of switching costs but the fact that NO ONE took the initiative to come back to me within normal SLA timelines. PATHETIC