this story is strangely familiar!
back in the 80's (when gold was $200.Oz!) my dad purchased about 5 Oz. of gold.
they gave him the paperwork stating ownership,and away he went.
about a year later,he decided that he wanted his physical gold to hold in his own safe,so off to the bank he went.
well they pretty much gave him the exact same run around as you got.
well my dad being the way he is (stubborn,pigheaded,easily provoked,.....)
he demanded his gold,or he would call the police!.
so the bank set up a meeting with him and the regional manager for the next day.
my dad showed up with his stock broker and his lawyer!
the bank gave in and explained that they would have to 'locate' the amount of gold he owned,and make arrangements to deliver.
well it took over a month,but the bank did come through!
we dont know where the bank 'located' the metal,my dad didn't really care where it came from,but he did have to go thru fot knox type 'security'
when he got there!
he had to have all his paperwork in order,and sign waivers saying the bank was not liable for any thing as soon as he took physical posession of the
my dad knows how to play the game,so,in the end he left with his physical gold!
i'm not sure if he still posseses the gold,but if he does,his $1000 investment is worth about $10,000 today!
good luck,and play by their rules! they hate it when you win by their rules!