Terrible treatment of older clients

I paid up my father's Game store account and now Game refuses to send his paid up letter to him. He called to request this and is being given the run around instead of simply closing the account and sending the paid up letter. I won't be assisted because the client must call. Why must such a huge institution give our parents the run around for such a simple thing? If you have the client id, address details and account number, why must closing the account be a nightmare when opening it was easy. STOP THIS PLEASE!!!