Escalate your complaint to a manager
If you're not getting what you need from the customer service representative, ask to speak with a manager or someone else who can address your needs.
"Usually, if you're polite but firm, the representative will suggest this on his own," Marco says.
If you're having trouble going through the bank's customer service department, try reaching out beyond the call center, Sahm says. She suggests filing an "executive complaint" or "presidential complaint," which would be sent to an area that generally handles complaints made to the company's chief officers.