Super bad Service

I have been trying to close the share investing account for for the 6th week now i keep not being assisted adequately. I called in after waiting for 37 minutes , i was promised it would be closed, 2 weeks later it was not done, complained on your website, no response to date, complained on hello Peter, I received a response a day later and advise it would be done, however it was not done 3 weeks later. Please advise why i have to resort to these measures for such a simple request