Assists you customers right

When i escalated my query about my kids youth accounts to the direct department they are not assisting me correct at all but pointing me in different directions what happen i got a call last week to get my bank card for one youth account only where for the past 4 years i have for my both my kids accounts firstly i was informed that there are only one account listed i send them a screenshot where i showed two account are listed and only one card are issues for one account i want both cards.

Now they are informing me to call fast online applications for what why dont they sort it out

i want this to be sort but by you guys and i dont want to all anyone about this