No feedback

I submitted a request for termination of a home loan account via Patience at the Brooklyn branch. The branch is then suppose to submit my request to head office. 2 weeks later I enquired about the status of my request and the central home loan enquiries support people told me they didn't receive my request from the branch. I called the branch and they said they will call me back. They didn't. I called again 2 days later and spoke to Santa. She said she will call me back. Up to date and 3 weeks later I still haven't received any feedback.