Unable to settle an account and pay the account

Years ago I took out an iStore card account and with iStore, they did a monthly debit. After 24 months, when the account was paid, Standard bank called me and told my they have upgraded the iStore card account to a Titanium Credit Card account. I told the consultant repeatedly that I am not interested in a Titanium Credit Card. Two days later, Standard Bank delivers the card. I phoned to query this. No luck in resolving. I tried to phone a couple of times, no luck. I tried to email them, countless times. No luck. Eventually today, I decided to go into the branch to resolve this. The consultant told me that I owe money on the card. I have never used the card. It is still in its original packaging, but the money's owed were admin fees. I get the balance and asked if I can pay at the branch and close the account. The consultant said I must pay online and then after 3 days, then I must call again to close the account. I tried to load this Standard Bank Credit Card as a recipient on FNB so that I can pay. The system does not allow for the credit card to be loaded. I tried to phone Standard Bank again, no one answers. I just want to pay what I owe and close this account. Why is it so difficult?