My cheque account

I have had a problem with my account I closed it and opened a new one... but the process of doing so has taken so long. Last month the account was finally closed.... I keep having to go back to the branch for my cheque card which till today is outstanding due to the incompetence of staff. I spoke to the branch manager on Thursday (Basil) who said it will be sorted by Monday but he refuses to reply to my emails and calls. Im still waiting