Incompetence in a huge way

It is now going into week 3. I have informed the bank that I do NOT want to join them, and in fact after this would NEVER join them. I need to collect a secondary Card and EACH time I try it asks me to join the bank. Now considering I completed the process for my son I can say this is not the way it goes. Each time I contact them they have the same story, the same excuses and the same questions. They have told me on 3 separate occasions that it would be sorted in a few days but when I call back it’s just square one! No clue! And now they wish to manage money.