Struggling to close my account

Seeing as my emails are now being ingnored and no one can give me a straight answer.....this is the most horrific service that I have ever experienced from Edgars....I have paid my account in full so that I can close my account....almost 4 weeks later you cannot find the money and the amount is increasing by the day....I am asked everyday to send the proof of payment? What is the actual problem? You do not want to close accounts? Maybe if the service was better people will not leave