Woolworths Credit Card division

Good morning I had an credit card account with Woolworths that was paid in full by 2016. I have for the last two weeks trying to get confirmation from Woolworths in writing/and telephonically that the account is fully paid, because accordingly to an ITC report there is still an outstanding amount on the credit card. The account number in question is *** and on the ITC report it shows *** but it is the same account just the last two digits differ. With every phone call made I was informed to send an email to *** so that they can address my query, my question is know how many times do I have to send the same email over and over again. How long can it actually take to answer me back. I need clarity on this matter as soon as possible