weak call centre system capabilities

I called into the call centre to close a current account. A consultant on the call centre told me this would be possible via call centre and I had to clear funds from my account. However, the call centre agent then tells me they cannot close my specific type of current account as it is an old type of account (ned 5000). Found this really weak in terms of system capability and wasting my time. I now have to physically go into account to close this account which is an utter waste of bank resources and my time.