Edgars, RCS.....What does customer service mean to your organisation??

I have a simple query, I just need to establish to which agency my account has been charged to, after speaking to 5 agents in 1 day with a query that's being continuing for 2 weeks I am told that 'they' will return my call. On asking who 'they' are the agent admitted not knowing who my account is with. So now I'm sitting with an issue of wanting to settle my Edgars account and no one knows who my account is with.

I work in customer services and have never sent my customers from pillar to post I has been my experience with Edgars and RCS.

Please, please, please I need assistance!!!