Horrible service

I have been calling everyday to cancel an account that I open online with no assistance. Now that I would like to cancel my account I'm told I need to go to police station and certify the cancelation form. DOES THAT EVEN MAKE SENSE?!?!? Im currently self isolating so does that mean I can't cancel the account??? Why do I need someone else now but I didn't when I opened the account. The telephone consultants had me on hold for over 15 minutes. What kind of service is this??? When I ask for the direct number for the department that deals with telephonic cancelations I'm told they don't accept outbound calls.