Start taking us serious

tried to make a transfer from my credit card to my chq card, app says I cannt. Called in and I am told this is because a new credit card is ordered and not issued as yet. Why was o not told all this nonsense at the bank and when the cards were cancelled? I asked to speak to a manager I am told they are not available on phones ? I need to access money from that account in order to pay deposit for accommodation now.