Appalling service

What a ****ty service Mr D offers. My card details were used **********ly and when I queried it with them I was told to send bank statements, since I did I've heard nothing and I've been the one doing the follow ups. Yesterday I called and I was told nothing can be done I need to take it up with my bank. I then asked what was the point of the bank statement? The guy put me on hold for 15 minutes and then hung up.