Rip-off from Edgars and RCS

I have been a loyal customer of Edgars for over 25 years. Issues started to arise when i was unemployed. Upon getting another job, i made arrangements of paying off my account from February 2020 to date. After the arrangement i made of paying off the account, the amount never dropped /reduced in any way whatsoever.I've been to Edgars to resolve this matter with proof of payment from February - October 2020 and was advised that RCS has taken over, which in no form should be my issue. Can't seem to figure out what's been happening to the payments I've been making and their non chalant response towards my query isn't making it any easier. The account isn't reducing at all. I cant be making payments without seeing any effect on the outstanding balance. I'm reaching out for assistance because Edgars has become a total rip - off.