Unable to Close Edgars Account

I wanted to close off my Edgars account, so I settled the balance and I was told to go to the accounts department by the teller. At the accounts dept, I was re-directed to the cellphone banking to obtain an OTA ref. Upon arrival, I was made to wait as there was only one landline that was service a queue of about 10 customers. I waited and realized the line was not moving, this was a mere 1.5 hours later from the time I had settled my account (excluding the time I waited for the teller to bring my account up to date). I left and have not received assistance towards closing the account