Close the account

I’m an Edgars account holder for years & my relationship with them has come to an end. Before doing that it came to my attention that I have over paid Edgars meaning they have credit which belongs to me. I was advised in order for Edgars to process the refund I need to send a “proof of banking details and ID “ and I did that. 11May2021 that was done..on the 13 May2021 mark received an email request to resend I did that on the 14th I received a confirmation of receipt. On the 31st May 2021 I’m do a follow to finalise the account closure, I’m told it takes 14days and on that day 31 May 2021 is the 14th day latest 11 June 2021 should be processed. 11 May 2021 @ 14:30pm I do a follow up I brief the agent.. her response is the payment was processed on the 19 May2021 ??? What happened to the 14days …. I ask for a proof of what she is telling me and to advise what is the reference for me to check on my statement and also request for a supervisor… she says I should wait s/he is being called … I waited for 30min until Edgars RCS dropped the call no one called back.. At 16:00pm I called again cause I honestly want to close this account and they are dragging everything I’m now asked security questions about who is my (late) husband how much is my limit at Focshini etc. All I want to do is to close the account . Since I couldn’t answer the security questions to the best of their abilities my account that I have dad over a decade is locked… seriously I want to close the account that’s all I request!!! Mrs WN Matee