Money taken from my account.

On January there was an unexplainable money that disappear from my account and when i contacted the bank i was told that i will have to come to the bank myself, even though i explained that i knock off late so i cannot make it to be bank so i was given a number to call but no one picked up on that line and the next day i called again the lady refused to help me over the phone and said it was against procedure even thou i asked her to ask me security information to verify that it was me but she still refused now what i don't get is one of my colleague experienced the same problem and they checked for her so she was helped over the phone, its not much but it is my money so i feel i have a right to know where it went and these service fees they are charging i don't even understand what is it for but then i guess i will have to wait until the December and take leave from work to find out where is my money going to. i am very unhappy with this bank .