Mind-boggling incompetence in effecting account closure

My wife has been trying to close a credit card account o.b.o. her sister, who is out of the country currently, for several weeks now. She has been in to the Cresta branch physically multiple times (increasing her risk of exposure to COVID-19), and today dealt with someone telephonically. The level of incompetence displayed for something as simple as closing an account is mind-boggling!!! Ref No. *** refers. Kindly get this sorted without any further delay.