Debit disputes

I have a reserved fee from uber that was voided on 28 April. Given it was a long weekend and the lines were experiencing high call volumes, I tried to call the customer line to no avail on the 30th as well as the 2nd. Failing to get through I sent an email to the debit card department on May 2nd and the 4th. Both queries went unanswered within the 2 working days. On May 7th and 10th, I sent a complaint and only then was the debit dispute form sent to me. The form was returned on the 10th and response/resolution expected to be made in 5 working days. It's been over 8 working days and the bank has not reversed nor made any contact with regards to the dispute. When trying to call the customer line one gets told of high call volumes! Throughly appalled by the bank service