Unacceptable customer service!

On 15/08/2024, I called Edgars (RCS) enquiring as to a service fee which would be added to my account. The call centre agent decided to (on her own) put through a cancellation on my account. Whilst still on the call with her, I categorically instructed her to recall the cancellation. I was assured that she had done this. On 16/08/2024, I received an email to say that an Account Cancellation Request had been captured. I again called Edgars (RCS) to state that this was incorrect, and it needed to be reversed. Again, a call centre agent assured me that the cancellation would be reversed. On 14/08/2024, I was emailed to inform me that my account had been closed! I called Edgars (RCS) a third time to ask why and has advised by yet another call centre agent who stated that she would escalate my ‘enquiry’, yet did not even request my previous reference numbers. All calls are apparently recorded, so there is supposedly record of my instruction on three recordings, yet they unilaterally close customer account. I have been an Edgars customer (of good standing) for around 35 years and find their incompetency and customer services both outrageous and completely unacceptable.