Rude stuff

Worse service ever. Stuff rude on the phone. I call last week to make arrangements to debit my account on the last day of the month. I called again on the 18th just to make sure arrangements in place and asked consultant to call me back but they never did. The next thing debit order went off my account for both loan and credit card on the 20th and the money was meant for relative that needed to be admitted to hospital as we had to pay a co payment. That money was not my money and they are refusing to reverse the money back and they tell me that I never called last week and the consultants are very rude. They cant even try to resolve the issue for me and when I ask to speak to their team leader they place me on hold and line disconnects and no one bothers to call me back. Service with this bank is shocking.