I had a problem several months ago where a hold was put on my account, and they couldn't help me. They referred me to a debt collection agency (who requested the hold), and they couldn't help me because the social security digits I kept giving him did not match what he had on file.
The obvious answer (especially considering I didn't owe any outstanding, overdue debt) was that they locked the wrong account. But it took hours of back-and-forth between the two before I finally got a call back from the boss at the bank, who had corrected the mistake and apologized profusely.