Constant negative account

My account is constantly going into a negative despite I do not have an overdraft facility. I feel like I am being ******. Despite going into the branch for personal services and telling me it "normal" they put me on the phone with a consultant. After speaking with the consultant she agreed there was in fact a problem and told me she had referred it to the reversal department. I was told that this would take 2 to 3 working days it is now a been a week since and I am yet to receive the funds that were ****** or otherwise taken from my account. The actions that I was told were going to happen have yet to happen. All of this and not to mention that my account has at times gone into a negative of thousands. The service I received was shocking and made out to be my fault, normal and I am still to receive my funds back.