Unhappy client

I've had very bad service from a bank that I've been banking with for years....I've recently transferred to an easy account, I've logged a call for assistance on an unauthorized debit order and its been a month of no assistance whatsoever. Everytime I call I'm given a reference number and that the matter is still being processed. Still being processed but status still the same? A month later nothing has changed? I just don't know what to do or say anymore....very poor service.