Thymebank no service

I had an account with Thymebank in April someone bought things on my card as it was happening i called Thymebank to report it since then i called and called send emails now I've been handed over to a collection agency for the outstanding amount that the person bought on my More Thyme but nobody at Thymebank is bothered to resolve this matter worst service I've ever seen so ***** isn't a serious problem i guess to them