Are we able to cancel this account without physically going to the branch? Thanks.
Better go to the branch.
I tried to call their hotline - was told high traffic and told to use chat or secured email.
I opened the chat - was shown that chat was "temporarily" not available.
I sent a secured email - no reply for two business days.
Just in case they charge you for fall-below fee after you emptied your account prior to proper account closure (shittyBank is capable of doing this type of BS, especially recently), I suggest you go to the branch to close account and withdraw your balance.
Do note that any account balance must be withdrawn either in cash or in cashier's order; no splitting between cash and CO.