Bad service from call center

Bad service from call center, the consultant promised me to send me the dispute forms, I'm still waiting. The is unknown transaction on my account. I called head office of Ackerman to make them aware. What the done,the said u must wait for email of the form, second consultant said I must go to nearest branch, which I went to Boulder store. No one knew the form I wanted. I call again inside store to call center the said the will send me for even now I'm waiting. Please help me before I lose my mind. I can't pay for something I didn't use, what if this happened again. I thought you card or account have security no one can use my account without my authority but not its happen.