Really? That's wicked. But most of the times I have witnessed such things, the problem is with process and not people. Processes come from top down. Let's all try to bring this to the attention of the top brass.

If this is a legitimate concern and it's not being addressed after some reasonable initial contact, maybe you can get a mountain of retweets going with some unfortunate hash tag about the bank and a link to some reputable source about this issue. For better or worse, Twitter campaigns do seem to be somewhat effective against the PR machines of big businesses, as sooner or later someone important at the business often hears about them and starts damage limitation.

I guess they use the same form for every customer support issue.