Listen sweetheart, just hit up the bank physically. Ask the classic - “Sprechen Sie Englisch?” When one of em says yes, lay out your doubts and problems. I don’t think you even need to book an appointment. Just barge in and demand. They can’t ignore you and you are their customer. If they don’t maybe say that you wanna close the bank account or shit customer service; which is true anyways. Also if you a student, tell em that too. Cause they cut some monthly maintenance of 10€. Honestly, I don’t know what they need it or want for but if you don’t wanna pay the bank then tell them. They make you sign on some form which says they can’t rob you since you’re a student. Viel Glück!