Pathetic Customer Service - Again !

I've been a customer of Discovery Bank for over 7 years, and their customer service seems to be getting worse over the years - to the point where I want to change back to my previous bank. I called them on the 20th February to query a transaction that went off my cheque account that was not authorised - they advise I would need to complete a refund request and another agent was going to call me back. 1 and a half months later - and no one has called me back !!!