closed account

i have paid up and closed in 2012, i called the call center and received my paid up letter so i had been under the impression that all was well.<br> <br> However most recently i had to open an account with my bank and they informed me that my hub account is in arrears, i informed them that as far i was aware it has been paid up and i produced them with a letter. they informed me that it appears on my profile as arrears. I called itc and they informed me that it still appears on my profile and for this to be removed i need to send them a copy of my id, proof of residence and paid up letter and this process will take 20 days to resolve.<br> <br> My question is why didn't Hub inform itc that this account had been closed and not in arrears.Who's resp[responsibility is it to make sure that the account is closed off properly and not reflect negatively on the customer account.