Bad service

I went online and requested a settlement amount which I received and paid in full, when I logged on my profile the account was not closed however stated that I still have to pay yet the amount on the settlement quote was paid and it was paid immediately after receiving the settlement quote proof of payment was even emailed to them to advise that it was settled and I want the account closed. I have emailed them my query as well. I want this account closed as I did settle the account in full on time and don't see why I must pay extra when the amount given is what I paid. This is very disappointing as I am a loyal customer