Worst experience and they lie to clients

I have tried to become client for weeks now. Im a private wealth client at another bank. They keep telling me they wont do a credit check until my doc received as I made it clear it affects my score!! Got my report, and true as hell they did the check, but when I try for days to login to the app it says my cell nr and ID does not match. I keep on telling them this!!! Nothing gets done to fix it. If my crefit query is not removed from the credit checks at all institutions in the next day I am going to the ombudsman. Its the worst experience ever!! They can keep their account. If the service suck this much before you join and they lie to you about your check and affecting your credit score before how will it be once you a client. 1 day to have it removed from ITC and Experian or Im goong to the ombudsman and the call that is recorded will be proof where they said the check wont be done before docs are received and affect my score!! I couldnt send the docs as the app login never worked. Im over this. I am giving them 1 day then Im going to the ombudsman. Done!!!