iPhone poor service

My iCloud account was hacked and these hackers made purchases last week Friday. I stopped/closed the card and went to istore in East gate shopping centre to report the incident, the technician tried her best to help me then she escalated the matter. She suggested that I call the call centre and the call took about 1h05 minutes but still I couldn’t get help. My iPhone is like a toy I can’t download or listen to music . The contact centre agents promised that the issue will be resolved within 48 hours regarding to refund and signing out my old account so that I can create a new one, since they advised me that I won’t get my old account. This gonna affect my credit score as well and I don’t know how I feel about using iPhone and its service in times of need.