No feedback received on ***** case. Impossible to get through telephonically to obtain feedback

I said unauthorised debits going off of my account a ***** case has been opened and confirmation of feedback within a certain time period which I have yet to receive. I have tried contacting the ***** line and investigators and spent quite some time on the phone too many different numbers and many transferred calls without speaking to an actual agent of the last period I also received an email address for the ***** department which I emailed and this address has come back as being non-existent the letter was given to me by customer care Consultants