Cannot transfer or cancel Home-Connect account.

I asked Home-Connect to transfer the account to person moving to the house. Apparently its easy to open an account, you can call or asked to be called back. If you want to transfer or cancel the account the Call Centre can't do it. You cannot send email. You must do it on the portal but the portal strategically does not process the transfer or cancellation. After numerous calls and emails still not done. So account remains even though not using it.