Bad service refusal to give us a letter of closure of the account

Edgars is becoming a ****. My husband has been having so much difficulty to get his account close and he requested a letter of closure of the account and no one seems to care to assist, he is being told lies that it will be sent. This is so frustrating as we need the letter for something very important. They can’t be doing this to customers, things were better before now that they have changed over it’s so frustrating and the service is so bad and draining. Why must they be begged to assist with something so simple? But they so quick to want their money this is pathetic.