Help needed desperately

I was on debt review and subsequently repaid all my debt in July 2017. I have a letter from Woolworths stating my account was paid in full, I also have a letter from the NCR stating that I am done with debt review. I was under the assumption that my account was closed as it was paid and I wasn't able to use it anymore. I have since found out in August of this year that Woolworths was charging me some fees on the account I assumed was closed as I was now listed as a slow payer because of these fees I was unaware of. I contacted Woolworths and was basically told sorry you have to pay the fees which I did. I then received a second letter from Woolworths confirming my account paid in full. Last week I again checked to see that the account was closed and guess what the account still hasn't been closed and I am once again being charged for an account that I am unable to use. I sent an email to the Debt Review department on the 7th of November and to date I have heard nothing. I will not be paying these fees unless I am able to use the account which I know wont happen so please close the account and reverse those charges and update my credit profile correctly.