Tyme bank system created additional everyday account now I am struggling to remove the account

I have never been so disappointed in a bank, their service is appauling. Their system created an additional everyday account and when I asked them to remove the account after logging the call multiple times they sent a long document for me to complete to close the account that I never opened. Why must I struggle when I never open the account it is their system error. Tyme bank customer service is horrible.