I want to delete an outlook/hotmail account, message says `option is not available`

I have clicked:

• close account,
•  password where requested
• deactivate account
• at this point a message comes up as above. (option not available for this account)

I have known people who have found this process simple and effective, why can i not proceed?

I`ve never had any paid services

I am also blocked from changing the primary email address: it states the new address is unavailable even if i enter completely random strings of characters that no-one else could have 

Thanks