No customer service

No customer care I emailed with proof a transaction thats uncleared on my credit card. I emailed the conversation with the airline as well I got automated email with reference nr thats all the following day I phoned and was told it takes 2 to 3 working days we now day 4 working day no call no email respond and money still not reversed. Is this how customers are treated thats with the bank 40 years plus shocking. Think it time to reconcider taking my accounts somewhere else