paying to close an account? are you mad capitec?

1. I was told I need to pay for a card renewal 2. I asked the agent at the branch if I can operate the account without a card. I was told that I can, no problem. 3. Then the call center I spoke to said I may close my account without any paperwork needed. Just walk in. 4. I walk in to the branch to close my account and I'm told that I need a valid card. They want to charge me for this new card which would then be destroyed upon closure of the account.

So, who is speaking the truth? What a disappoinment.