Failed by the bank

I log in a complain with the bank against Rain internet. The complain was based on the money deducted on my account for service not rendered. I approached the bank which indicated that I must follow the procedure by completing and submitting the form. I was informed that in order for my complain to be addressed I have to submit evidence to proof there was an attempt on my side to resolve the matter. However, I submitted a motivation to show that the company is not reachable either telephonically nor via email. Still the bank insist on requesting me submitting that information. After I keep on making enquiry on the matter I was informed that they will look into it. So far nothing has transpired.