***** and money ****** from my account!!!

There was a random deduction made from my account without my consent, and I was advised by an agent to report it as *****, and followed the steps as suggested, but then my card just got canceled without my consent STILL, and now I need to also BUY a new card, and I still did not get help to report the random deduction?? One agent even said it's not a deduction, it's a refund... how does this get called customer service??