breach of security breach of service

Terrible service. I called to get info about my credit card account and was told my profile was blocked due to failed security questions on Tuesday. It was not me who failed the questions so someone attempted to access my profile and commit ***** and i was never contacted .I was given a case number and was told they would call on Wednesday ,surprise no one called.I then called on Thursday as no one called to unblock my profile.I was told that no one has looked at this case as yet.Two point of concern there are no supervisors at the call centre ,clients are not informed of ***** on their accounts.total breach of service.