***** on credit card, no assistance

I have had ***** on my credit card, which I reported, first of all the email address on the form that you currently download from the website, does not work, it bounces back, which means you have to call in to the call centre and request an individual person's email address, then these consultants do not get back to you at all, you can send them mails until you are blue in the face, they simply ignore you. I resorted to going into a branch and was just told, sorry, we do not deal with *****. I am expected to wait 6 - 8 weeks apparently for my matter to be resolved, but in the meantime I have to pay the outstanding debt on my credit card, which was not incurred by me, and on top of that is interest and fees. How fare is this? I am also lodged a complaint on the website and nothing came from that either. The service is shocking, I cannot believe people would want to bank with this institution.