insufficient service

i asked beatrice to close my sterns account as it was paid up, she called the call centre to reverse my extra payment as they said i cannot close the account if its in a credit and they cannot give me my cash in store they need to reverse it, which i cannot undertsand. im tired of dealing with *********** staff. i would appreciate it if managemnet or someone higher can call me to hav this matterv resolved as i dont see how difficult it can be to close my account and beatrice is very slow.