Clueless bank unable to assist with a simple request

I have been requesting Solution for surrender of a vehicle and its been almost 2 weeks with no resolution as yet, I stead I have been getting emails from one department to the next passing the buck, this sis something a call centre should have been able to assist with but clearly it seems like this sbankmos wasting their money employing staff alternatively they are unable to Properly, train staff to simply address common situations.

I am now stuck in the middle, whilst I am trying to maintain a good credit rating, I have standard bank staff running around clueless like headless chickens and no one is able to get back to me.