Can not solve a request

For the past ten years i am being pestering by call center agents of the NRR department for a SAVING ACCOUNT where an debit was put through without my approval that did cause the account to go into a debit balance, for ten years of calls and e mails where i am requesting the documents who did authorize that transaction but with no response, and apparently those documentation have disappeared, i want to see that documents as i have never signed such documents. The call centre agents also likes to threaten every time with smse and over the phone and they are clearly not aware of the amended NCR act of 2015 with clearly state that no person are allowed to be treahtened. Even e mails to the complaint department did not work. This morning once again it happened and i am now clearly getting to the point of going to blow off. Not even managers bother to come back to me, on Monday evening i did spoke to a very nice lady who made all the notes but still the one who called today are so arrogant and clearly cannot read after all the notes.