Keep on trying.  The problem will be solved eventually.  If possible, ask for the name of the person you spoke with.  Ask him/her to spell his/her name for you.  Keep a record of the phone conversation.  If they give you a confirmation code, make sure to write it down.  Actually, the customer service representative should advise you to close the account in your first phone call.  He/she is not very professional in not advising you to do so.  Good luck.