shocking service with inexperienced staff

I have had an incident with my money account where I just received notification that says there is amount of money deducted in my account as an online purchase it was in the evening so following day I went to the nearest branch so the money can be reversed since it was still pending the following day when get there they told me to fill up some forms to request the reverse so I did that and they gave me a reference after some days nothing happened I called money account support and now when I ask also giving the the reference they said yes they forwarded the email that requests me to tick on the box where stating that it is online purchase yes I did that after some days also nothing happened i called them again they told me that must fill different form not the one I filled before yes I did that nothing happened I called them again they told me that I must send them a prove of a communication to show dat I requested them refund and also their response yes I did that but after the days nothing happened when I call them they told me that they no longer want the communications they want a letter with letter head to show that they accept to refund like how can the ********** give u a letter for refund. like when I ask they tell me is their policy but like in the first place I trusted them with my money to take care but they failed that normally online purchase before they go through there must be a message to the client with One time pin or the notification to the app so that client can authorize but all these have never happened. everytime when I call them they tell me new thing and they give me new ref no like last email they told me they can't help me as the merchant is the one who must return and am talking about the money that is still on my account as pending I don't mean the money that is completely out but my suprise is that they can't help so guys be alert whoever use the money account of old mutual because your money is not safe at all anyone can just take it easily like that and you won't be helped by anyone