Unable to remove a bank account so I can close it

Description

I’ve been unable to close an old bank account that we are trying to close but can’t until I get this removed. I’ve put in a new account and cc AND set the bank account to preferred. However my payments keep going to this old account. I keep getting a message that says… We’re sorry. We’re not able to process your request right now. Please try again later. » When I attempted to call for help I got a message asking if they could call me back within 15 to 20 mins so I didn’t have to wait. I accepted but 35 mins later there is still no phone call. Can someone please help me with this? »