Punjab National Bank [PNB] — late realization of - 11 days and not updating passbook

Address:

New Delhi, Delhi, 110085

I submitted a cheque for my ppf account in p. N. Bank, sector -7, rohini (D. No.3028), bsr code no.0303217 on 05/02/2018, but it was not cleared till 15/02/2018. When contacted on 07/02/2018, 09/02/2018, and 12/02/2018, the manager told that software is not working. Being holidays on 10/02/2018 and 11/02/2018, it was over11 days for clearance, very strange that clearance is taking time for more than eleven days.
When sent a mail to customer care thrice, they are asking stereo type question for sixteen digit account number, where as the same has not been provided me by the branch till now. My account is thirteen years old but they have not provided any sixteen digit number yet.