Credit profile affected by edgars unnecessarily

I paid up my account in October and requested closer of the account. I realized in January they haven't closed it but instead shows a balance. In February my credit report showed that I'm in arrears and missed a payment from edgars which affected my credit score very badly. The service at Edgars is really too bad and affecting our lives unnecessarily. I don't understand why has it become so hard to close the account since email was sent last year to close