********* Customer Retention Tactics

I settled my account over a decade ago and have since not used it. Consequently, in November last year, I emailed their customer services to close the account. They asked me to provide them with my personal details. When I sent them the details requested, I got an 'undeliverable' auto response. I think these customer retention tactics are extremely underhanded and *********. To date my account has not been closed and the most recent response from them was that I have to physically go into their store to close my account. These are unacceptable customer service practices. I will be escalating this matter!