Conflicting processes and refusal of account closure

I've been trying to get a Unit Trust Account I have with ABSA closed for the past week or 2. Initially I contacted ABSA and requested the account closure via email as I cannot wait for long periods of time on the phone, dialing from overseas . I emailed ********** and did receive a response, first from Naledi and a day or two later, Thabiso.

Naledi was really friendly and helpful and provided me with a document I had to complete after which she would transfer the account value to my nominated bank account and, in my understanding, thereafter close the account.

Thabiso on the other hand provided different information than Naledi and provided me with steps to link my ABSA account with my Standard Bank account to transfer the account value myself. Thabiso did not mention account closure as part of this process, nor does it make sense for ABSA to provide another bank access to close ABSA accounts, thus my reluctance to follow through with Thabiso's proposal.

I've responded to both Naledi (with the required documentation she requested) and Thabiso on what my request is about to attempt provide clarity in-case I was unclear. I've noted to Thabiso that I do not wish to link/open additional accounts to, or with other banks, nor with ABSA as that will just be another thing I'd have to struggle with at a later date.

All I want from you ABSA is to please transfer the remaining funds in my Unit Trust Account to the allocated account I sent to Naledi on 17/04/19 and thereafter close my account with you. Not added schlep by linking and opening profiles with other banks... a simple account closure.

I did also note to Thabiso that if this is too difficult to do, I've provided approval for the funds to be written off as long as the account can be closed...

Note, I'm not escalating Naledi...she was really good in assisting. The lack of willingness to close my account from Thabiso, the multiple different processes and lack of further communication is part of this escalation.