RCS Edgars account closure

How frustrating it has been trying to close my Edgars account. When I did manage to get through to a consultant at RCS Edgars they informed me that my account is dormant after I explicitly requested several times that it be closed, once I get past this hurdle I am left to wait to be transferred to yet another department in which one of two things happen, either the call gets dropped or I run out of airtime whilst waiting incredibly long to speak to anyone. This account still reflects on the credit bureau and I cannot get hold of any consultant to ask them to close it, AGAIN. In October, it would be 1 year trying to get this sorted. WHY are we subjected to such poor service?