The useless bank that fail their client

I have de***** my money where I have a card me, when I make a call the agent tell me that, I did fail the security question and I did request or tell them why they didn't stop my card because I losing my hard working money. in some in few days I did answer the question ok but the money already gone, and they promise to come back to me. but their promise never fulfil until I go to the bank to collect a card. I did ask the consultant about the ***** and he make call to ***** department to know how far. the department say my case is decline but they never inform me. this total hell of sh't. I also willing to remove my account to other bank because this bank is very useless to me.