Ignoring Client's wishes

We sent through instructions to stop a transfer for a client. I kept on sending mails and phoned the call centre. I copied the email addresses on the website and later even included the complaint email address and almost a month later still no reply. We got hold of a consultant who promised to have a manager sort this out. Days after speaking her the transfer continued and we have left various messages and emails and she is avoiding us. I have requested retirement forms from a preservation fund from my private email and also no reply. How do you expect clients to do business with you if the call centre, management and the complaints department completely ignores the client's wishes. Can someone urgently attend to this?