Bad service

On the 25th of February, I had an unauthorized payment that was made on my debit card. I managed to block the card with the ***** department. I was told to wait for 7 days for investigations. I called to follow up on my case and was told that the system was down and should call back in the afternoon. I did that and was told the same thing. Today I called and was put on hold for over 16 minutes just to be told that the system is offline and I can't be assisted. I was then told to call after 5 when the system is up and running again. I asked the lady to call me back because i was getting annoyed with the incompetence. she told me she can't because she is leaving at 16:30. now who is supposed to help me with my case? I can't deal with your bad service and the loss of my money taken from my account unauthorized. You should know that your system is overloaded and that leads to your system crash.

I want my money refunded immediately.