Poor quality of service

I Have had an account with edgars for almost 20 years and the pathetic service I have received lately has left me with a very nad taste in my mouth. 2 weeks ago I called in the funeral cover division for a query on an unauthorized deduction on my acc , to this date I have had no feedback. When I call in they tell me they still investigating. I meas the r recorded what is taking them so long to resolve my query. Meanwhile they still continue to make the deduction on my account without any further explanation. RUDE cAll center agents that r not helpful