Unable to close Edgar’s account

I went into Edgar’s Lakeside mall today to close my account because I object to paying R 23 a month service fee. The branch was unable to close my account because the customer service lines are unavailable. The nsnageress said Edgar’s is affiliated to ABSA and if I don’t privately manage to get through to their customer service lines by phoning from home, I will have to continue paying R23 a month even though my balance is 0. Surely a branch should provide assistance and not send me home to sort it out myself? All the customer care lines are down. I want my account closed and I refuse to pay R 23 service fee a month for a dormant account.