Closer of account

I’m highly annoyed by this bank. On the 27 July 2020 I sent my banker a request to close my bank account. She never acknowledged the email. But when I called her Shaw said she is busy with it. However how does she even know which account it is, when she does not even ask me what my name, account details are. I lodged a complaint and send various emails to my banker and still no response. Does it really take so long to respond or close my account? I doubt. Worst of all I keep on calling without any success. Honestly speaking I’m disappointed and frustrated as I need to close this account urgently.