Investigator MIA - no customer service

Dear Investigator Stephanie

It’s been two weeks since you called me in regards to my money taken from my account without and consent or consultation.

Do I have to consult the bank ombudsman to get a response?

I can see the amount in my available funds- but can’t access it? I have sent several emails to customer service and no response. What exactly is going on? What do we (as customers) have to do to get service that we actually pay for? Do we need to make viral videos on social media? Do we need to name and shame? Is that what works?