Inconsiderate agents and useless tracking system

I had a situation where I sent out emails enquiring about the way forward till to date haven't received a response on that email. The person that assisted me was even quick to say if I'm not happy with the outcome I should take my query to the ombudsman. My account was debited on the 13th and 14th of Aug and yet no one can tell me why that happened. My daily prayer is to close my accounts with this bank and part ways with them. At times one would wish that they go through what they put us through so that they can understand how it feels like