HSBC Bank — Credit card closure

Address:

Bangalore, Karnataka, 560076

I had HSBC credit Card in 2008 and I was not using it, but there is written off amount of 40K is shown on my latest CIBIL report.
I went to HSBC branch in Basavangudi Bangalore and enquired about it and ask to close the it. THey asked me to first update the KYC details of my account. I have submitted application form alongwith the other documents.
but it has been more than 10 days and they are still no updating the details and they have now no information of it.. they are saying that I have given request only for Phone number update only.
I called to different customer care number and all provide me different process. someone says that I can make the payment with KYC update, someone say that I need to first update the KYC. all the HSBC customer care personal have different information on same thing.
after 10 days when I am checking with Branck about my KYC status update they are denying and saying I have not given such request. They have lost me application for or what.
I am helpless now and no idea how to go ahead with it. I need to close the credit card account by paying the requried amount asap. and it is reflecting in my CBIL and I am not able to take any Loan.