Under an old US law YOU MUST FOLLOW UP with a letter sent by US mail (certified is best) to bank/cu or the bank may choose to disregard the email/call. Include the name of the bank employee/ date of call you spoke to and a line that says certified number _________ in the letter and write the number on it. Save the certified mail number for your records.

Also file a complaint with the CFPB https://www.consumerfinance.gov/