credit card *****

I called on the 19th of January to log a ***** complaint on my credit card which i only saw on the day as i was going through my statements. I noticed that there is a company called lyrad investment which has been debiting my credit card account since last year and the amounts vary each time (without my permission). The consultant that I spoke to cancel my card and advised that the investigators will be in touch within 7 working days which to date I’m still waiting for one of the investigators to call me. I then called again on Monday, I got given different numbers which I have been calling since Monday and every time I keep holding for more than an hour since all lines are busy (experiencing high volume of calls) I need this to be sorted out as a matter of urgency as I fail to understand how such things can happen and worse part, we report ***** but there is no sense of urgency from our bank to help us?