I am not being allowed to close my account over the phone

I am not being allowed to close my account over the phone. This is because I changed my phone number a few weeks ago according to them I did a Sim swop. After telling them both numbers are in the phone I have a passing all security checks I can't close my account because I might be a *****ster? How do one allow us to change the phone number but now when you want to close the account you could be a *****ster? I don't want the account why am I being forced to go to a branch? That is my time. It was fine for me to open it online and get a card delivered to me but now I cannot close the account over the phone ? I do t want your account