Poor service

I lodged a ***** case with them and today I got a missed call from them and received a voice note and an email to say I must call them back,that call turned out to be useless because it got me no where .I was transferred to ***** department, lady consultant received a call an told me that that department doesn't work on Sunday and public holidays,she then asked for my case number,as I was looking for it she put a phone down.Firstly my quiry was about unauthorized online transaction that went off without my consent.That clearly shows me that my money is not safe in that bank,then the poor service is a Bonus.