Unauthorised debit

I have an issue where an unauthorised debit order went off my account.I cannot reverse it as it does not appear.The bank cannot reverse it as it is blocked.I was told on Monday it will be investigated and feedback provided.It is no Thursday and have not heard from them.The call centre says they cant assist and transfer you to around until you hang up.No one gave me a ref number for the original call either.Am I to entrust my money to a bank who is unable to help.If my entire salary disappeared would I still receive the same sorry we cant assist but will investigate line.