Want to close my account but Call center wont do i

I am very unhappy as I have been told twice before that I can close my account telephonically. I have finally contacted NEDBANK to do it as I am now getting married and need to close as my fiance and I have opened other accounts. I called and they asked me everything and I comp****.. I have no idea why they don't want to close my account telephonically but as many other people I am very busy at work and really cannot get away to do this in a branch. I asked the lady to explain to me why they cannot close the account and the lady told me that she is not sure why but they can at a branch- not good enough really, what makes me different from any other person trying to close an account? what's worst they don't have customer service person / tel nr to call ??I am truly disappointed as I have been a loyal client and have always banked with Nedbank and I was going to open a new account with them and convincing my fianc? to join Nedbank but now I don't know...hope someone can help.