Horrible customer service

I opened my edgars account in 2011 and have never defaulted on my installments nor have I ever changed my contact details. This year in January I noticed that I had not gotten an installment since September 2021 so I called to request one so I know i am paying the right amount only to have my account blocked by the edgars rep who claimed the contact details i gave her when verifying me were incorrect which is utter nonsense as they had been using those contact details to send my statements for years until September 2021. Even on those statements the details I gave here were the exact same she then directed me to their ***** department and they requested me to send my copy of Id signed 3 times which I did and till today this issue has not been resolved, I have requested a statement so I can close the account and they ignore me yet I have provided them with everything they have requested of me. Why have an entire ***** or customer department of they do not know what they are doing?