***** department non existent

My money was *****ulently ****** by online ****mers using my details.. the money came off but I had my card with me. When I reported to bank they said they would refund me but they did not. When I returned they changed their minds to say I would not get a refund but I must cancel the card and get a new one at my own cost. I asked for an email of the branch and was given a wrong email. I then emailed their customer service and not received even a courtesy of a reply.