Failing to communicate on matters of urgency

I was a victim of ***** as my money was withdrawn from my account without my knowledge whilst mycard was on my person and I since reported it to the bank and was explained how the process works and what forms needs to be filled in and I filled in all the forms and was told I would get a reference number as soon as the documentation is filed with the inspecting company that deals with their ********** cases and almost a week later I had to call around just to get the reference number but I literally had to call a few times speaking to the same person telling me they will call me back then I have to call them when I recieved the reference number a week went by and still nobody called or told what the progress is on the case I have made. Another week went by and still I never got any response so I called and then they told me my case has been closed without me being notified and it upsets me that I havent heard anything since then because they told me they would call in 2-3days and now it has been 4 days and still no one has called. This is the worst experience ever I feel like I dont matter maybe I should change banks because im fed up!!