African back not looking after my money

I am so disappointed in African bank I had money disappearing 6 times use the the app in a matter of minutes when I when into the bank it was reported as app failure I got a reference number and ofter three attempts to get my money back they tell the consultant that by the way is the only person trying to help me sort this issue out that they have not received her emails or feed back so she asked the person on the call so where does the reference number come from no one in head office seems to know what is going on three weeks down the line and I still have no feedback.