Horrible service

I logged a ***** case on the 15th July 2021 and was told that it was not possible to refund my money, I have been having issues with my money disappearing from my account for over a year now, maybe after 10 years of using this bank I should change banks. I need this to be reviewed as I constantly need to move money out of my account, I have since been promised a callback which has been a lie too