TOO MUCH TO ASK FOR A SERVICE THAT WE PAY FOR???

I tried to go into a branch to get service last week but the lady at the counter that I was sent to was sick and coughing so I left. Two bouts of COVID has that effect on a customer. Several emailed attempts at trying to obtain an answer and thus resolution to my query have been rep**** to with an automated "get help here" response. In other words, "do it yourself" ! I have provided all the relevant information and my contact details and yet I cannot get a simple resolution. There is a charge on my statement which I have been trying to get an answer for, for over a week. I know that this transaction was not made by me and yet getting an answer from the institution which earns huge finance charges from me can't give me a simple service. As I said, I did try ro go into the branch and was met with an ill coughing agent. No thanks!!

NOT OKAY!!