Jet account

I requested for my Jet account to be closed in September. I was advised to settle the outstanding balance before the account could be closed. I made the payment as requested, yet today I have received an updated statement showing that the account is still active. This is unacceptable and frustrating — I followed all the required steps, and the account should have been closed once the balance was paid in full. I would appreciate it if this matter could be resolved urgently and the account closed as originally requested.