Poor service by Debt Rescue

I have been with this company for many years now, paying off my debt. I am now at the end of journey with them because I have paid off all my debts. I am not getting any assistance with request. Last month's debit order went off and had to be repaid by my former debtor because the debt is paid up. Last week I spoke Petula who told me to email her at *** to attach settlement letters for 2 of my debtors. I did that today( 28/02/2024). I put my ID number in the subject header of the email. I called her to check if she got the email, she says she did not, and then tells me to send the email to another department. I say to her please confirm if you can see my email address in my profile, she says yes she can see it. I say, please send an email to that email address, give all the instructions I need to follow to make sure I sent the correct information to the correct address. She claims to write the email while I am holding the line( I called them and spend 15 minutes on the phone with her). It is now 15:51 and I still don't have tyhe email. I then called the main number and asked to be transfered to someone that can assist me to close the account, unsurprisingly, the phone goes unanswered for 5 minutes. It is always the case when one has to close accounts, the sign up process is so smooth, but one has to jump through so many hoops to close out the account. I received an sms now that the debit is going through on the 1st of March, I do not want this to happen.