Inefficient and disappointing

It is amazing how incredibly difficult it is to get hold of someone or for anyone to assist and agents so calmly state that there are no email addresses for managers. Not everyone can sit on the phone endlessly to resolve queries. I have put in a query regarding ***** - to date no one returned my call or provided feedback. I called in previously regarding a refund and a manager told me that money was refunded it will show as positive so please tell me how it would have been refunded yet literally made no difference on my account balance. Lastly, how the hell are you guys taking out account fees before one gets paid in this economy - are you not considering what your clients are going through????? How can you offer banking service and then not be able to have email communcation available, proper complaints team or access to attend to a reversal and to debit when we actually request it on correct date?????