Remove user from Group

Hi my partner is having trouble removing an old unused account from her group. We have contacted web chat and they say they can't do it even tho they have managed to do it to my account. It's an account that has been cancelled a year ago. She gets this message: "NAME doesn’t have an online account set up. Group members must have an online account to transfer to a regular SMARTY account.
Contact support via webchat to close NAME’s account and remove it from your group.

Don't know what to do as they won't listen and think it's not possible even tho they have done it to my account.
Can anyone help us at all.