Closure Letter

Good day, Im trying to get a Closure letter from Woolworths but up until today i get sent back and forth. I was advised that i am liable for this amount but this account reflects as closed on my credit report. I got my latest credit report last month from compuscan and xds and this account was closed on the 17th November 2018. I need to get this letters asap. Please advised whether i need to send me credit report as i have proof that shows my account was closed. Regards