Please write your bank a letter telling them exactly what they did/didn't do in the situation that you didn't like and what happened to you because because of their "mistake". Tell them also what you are going to do about it. Please do this before you move your account to another bank. I they don't get the message of why you are cancelling their services, they will never learn. I am not saying be rude about, just tell them the facts. They need to hear it and won't remember if what you say is only verbal.