Unauthorized Credit Checks and Poor service

I have had the worst experience trying to upgrade to the full banking suite after being with Discovery for about 3 years. I understand that they might decline me, even though another Bank had no issue at all giving me a similar banking package, without hassles. What really gets frustrating is dealing with the Call Centre, Discovery does not follow up or call you back. You need to do all the work, sending them documents is tedious. The worst part is that I have closed my account, and Discovery is still doing a ITC check on my profile everyday! This is negatively affecting my score, is this on purpose? I approved to one check, there have been 10 made in the last 2 weeks or so. How will Discovery resolve this asap!?