Discovery Bank query and complaint system non-existent

I have been waiting for an account closure certificate for more than 6 months from this bank - They simply do not respond and are holding up an entire estate just for one account closure certificate. They are willfully spiteful and it is impossible to reach someone that knows what is going on and gives a damn. This is the problem when you do not have a building that you can walk into and sit in front of a person and hold him/her to account. Discovery Bank's digital approach is a huge risk !!