Bad service

On 24 October 2014 my card was ****** and money was ****** from my account. I was told by the bank to wait 8 weeks for an investigation and my money would be refunded through them as their insurance will cover losses. Yesterday being 25 February 2015 I had to go in to the bank after phoning a number of times over a period to be told I am not getting my money back. As they are saying money could not been have taken without a pin. To me that sound like they accuse that I gave my pin away or stile money. They gave me a number to call for further complaints or to try sort out getting my.money back. The number they gave me does not exist. I have been a client with them for over 35 years. This is the service I get. This is un acceptable. (This is on behalf of my mother. Sue Heath ***)