Poor ***** service

Terrible service from ***** department. On hold for close to an hour with no one picking up. No response to my mails once I queried the outcome. The investigation report was riddled with errors such as my bank card number and dates of ********** activity. When I corrected them they just sent an update report with my corrections. I was told I received an otp on my email that I approved which is not true. Furthermore this otp is dated 5 days after the transaction according to them. Now they are ghosting me and I can't get hold of anyone.