Our savings are not protected

I use my account at the bank to save money. Last month there were two online transactions which I did not authorize. I called the customer service and opened a ***** case. They gave me a case number and promised to call me back after a week but I never received a call. Last week I went to a Tymebank ambassador and he helped me to call them back again, the lady transferred my call to the ***** department and no one answered the phone. I still haven't received my money. I'm very disappointed in the service I got and the fact that I lost my savings