Pathetic feedback and service!

Customer service is becoming HORRIBLE! Submitted a card dispute on 3 May, have done 5 follow ups via email and through the chat with absolutely no response. Phoned in and the call was answered by a child after waiting all that time!!! It was never this bad, but also why is there no serious feedback on a ***** dispute when 1. it could be affecting so many other people, too and 2. when we need the money the most due to tough times!!!