Formal complaint- cancelation of Tax Free savings

I initially requested a cancelation of my Tax Free savings account. I have repeatedly been sent the same two documents to complete, even though I have already submitted them multiple times. Every follow up results in a new reference number being issued, yet no one follows up or resolves this matter. I even went to the branch in person and completed the documents to avoid further delays. On the portal it shows that the documents are outstanding and the status has remained the same since the 27th of January but the documents has been submitted in the beginning of the month.