Account Closure Ignore paying for being ignored as an account holder

I am a loyal account holder who has been very good with payments until now..

I am so annoyed and feel unfairly treated by Edgars. I have settled the amount I owed and immediately in the early days of that month sent an email to the Closure department to requesting for the account to be closed. There was not response until this day. After numerous attempts of sending the same email to different departments for attention failed, Edgars has been billing me for administration fee continuously. The billing includes 3months from the following month of the email till now. I am receiving 5 or more calls from the collection department telling me to pay the amount of the past 3months. I have explained the situation over and over again to different agents calling. 2 of them asked me to send the emails to their department., and the rest are telling me that, I should be going inside the store physically to close the account, because there is no proof of closure of the account My question relating to that are: Why am I forced to line up in the store during COVID season, while Edgars has means of online platform for such service (***? Why am i asked to pay for Edgars ignoring my proof of email sent to for closure a month before the next billing? How much longer does it take for email to be considered for the closing process? Why do I still have to pay for services I requested to be stopped?

What is the