And yet again they dont know what they are doing

I have to give them a star so I can write this message, to be honest they are not even worth that one, They allowed a ****mer to withdraw funds from my account No check on the withdrawal like go to your app or a text message just paid it, Now when I enquire they send me a case number GFD-154465 on the 2 May and say they will bein touch within 5 days, I write a report here about May 12th they reply by secret saying they are sorry and will reply within 2 days and true to form with lightening speed they reply today asking for my case number WOW super service, Now I feel with a great deal of luck I may hear from them again before September, what I cant understand is this was their fault in the first place some "Bank" and they call this "service" yuk