Credit Card not cancelled in 2013

Back in 2013, I went into the branch by the Crescent, Umhlanga to amend contact details for my home loan and cancel my Blue Bean credit card. They could not amend my address as I never had original documents, even though I had received from Standard Bank as my home loan is through them. But they also did not amend my phone number or email address or cancel the card. When I went onto Credit Score, it said that I owe Standard Bank for my credit card. When I contacted Std Bank, I was informed they will be happy to close my account as long as I pay the outstanding amount, which is admin fees and interest over the years where the credit card should not have even existed. I have also asked for a complaints reference number on every email I sent them, which to date I have still not received.