Appalling services

I have logged a ***** case around two weeks ago and spoken to Danesh who told me that he would open the case for me and I need to wait 7 to 10 working days for this to be completed , but this morning when I phone up and spoken to a young lady who was quite nice she had notified me that the case was not opened and they were going to open one today for me and now I have to wait for anot her 7 to 10 working days for this to be completed as well as this is not the first time someone has been taking out money from my account without my permission I highly recommend that no one deals with this bank as this is not a good bank