Close money on call account

I have been struggling since last month to get the money on call account closed, I called the call centre several times to try and get it closed but they couldn't close it and they advised me to go to a branch which I did and there was nothing they could do they advised they can only escalate it to the call centre as the debt review department needs to lower my risk to risk 2 then only then can they close the account, they advised it will only take about 7 days then they will call me to confirm up till now that hasn't been done, please assist..