Mission impossible to close your account

I am so happy to be closing my account with FNB. Service has gone absolutely down the drain. However, it feels like my account will never be closed. I visited the branch on Monday, waited for assistance, only to be told they couldn’t close my account because of an authorization, but I could close it on the phone. Today I called and was told I can’t close it over the phone, have to go into a branch. Came into the branch and my ticket said a 10 minute wait. I have been waiting 40 minutes. WHY can’t you close the account over the phone or by written email instruction? Do you honestly think that by holding customers hostage they are going to stay with you?