Shocking feedback and service ***** department

The service from the ***** department is shocking, I stopped my card 3 weeks ago after the card was lost and used without my authority and I was promised this would be resolved within 72 ours, 1 and a half week later I had to contact them for feedback, was promised feedback the same day, only received a call week later with them telling me they do mot take nay responsibility. I agreed that small amounts without pin required they cannot solve, however there were 3 amounts that are not acceptable without a pin, which was not acceptable. I again was promised feed back same. It now been a week without any response?