No service

I have been trying to cancel an account due to the account holder being deceased. It is literally impossible - you would think this is the first time anyone has had to deal with such a case. In some instances - it differs every time you speak to an agent - only legal can help - but they cant put you through. Try this email address. You get no response and no reference number. The only other alternative is to go to a store - in the digital age we live in this is absolutely ridiculous. Why as consumers do we have to jump through hoops to get assistance.