The bank I work for allows you to close your account in the app or via chat.

The roadblock is internal procedure which varies wildly between organizations depending on who regulates them and how regulated they are (if at all) and the ability for processes to change. Often those on the frontline who see the processes failing have no way to change the procedure or pass on feedback that is listened to. Depending on how empowered the organization makes the employee feel they might go away and try to find an alternative, but very often they are tied into following a set procedure which if they deviate from has the potential to get them fired.

I’m glad to say my employer doesn’t suffer these issues and we can fix broken procedures and make exceptions with relative ease 🙂