Horrible Customer Service

An unauthorized debit order went off my account and I have been struggling to get it reversed for almost a week now I have been sent back and forth with regards to it. I go to a branch and I am told I have to call in, when I call in I'm told to go to a branch. Today I went to one of the branches again and they told me they will call the department that will assist in this regard because they can't perform the reversal on their end only to find out I will stay on hold for nearly an hour with no assistance whatsoever. This is really unacceptable and I am looking into switching banks because this is really unacceptable.