Incompetence,been waiting for months on the ***** situation,still no fees back

Good day,so it's been months since money has been ****** out of my African bank account,they told everything I needed to do and it was done,they told the issue has been resolved and would be in contact about my money,than again I was told by Bradley Filander in the forensic department that I first needed a banking app for him to give my money back,I've been to the bank multiple times to do this,but everytime I try and get it done it says unauthorised on their system,their IT department has been contacted twice to sort out the banking app situation but still nothing,I've been waiting for so many months to get the money but than the forensic department comes with nonsense that I need a app,please just help me and get the issue sorted out like they say it was,this is really incompetence.