Have to go into branch to close a PAID UP personal loan??

So, I have been with Standard Bank for over 20 years, am a Prestige Banker and has a term personal loan with you. I settled this loan, now I want to close the loan account, your contact centre for Prestige Banking tells me I have to go to a branch to close the account....that was opened online...now I have to go into a branch. Why am I even a Prestige Banker with you if you can't assist in a simple task such as closing a PAID UP loan account. One of the many reasons I've decided to move my banking, your service is going backwards and your charges up.