How can you help me?

I cancelled my Credit Card as it was damaged. Now I am trying to transfer funds into it and it says 'bad-status' and does not allow me to transfer. My understanding is that you can still transfer so long as the account is active - regardless if the card is cancelled or not. I have spoken to my private banker, the credit card dept, the collections dept, tried the app, the website and just got back from a branch now. Same answer, they cannot help. How can we help indeed!