Worst service ever

I am banking with a bank that does not care. There was a card payment that went through on my account without authorisation. I called Tymebank and they advised me to contact the company and provide prove that whatever agreement I had with the has been cancelled. I did so mid July and I forwarded them the transcript. I have been getting notifications that I need to send outstanding information and I resend, still I kept on getting these notifications until I called and spent more than 30minutes on the call with someone who says she cant access emails. I waited on the line until I asked what will happen if this call drops and she told me that they do not call clients back, unfortunately I will have to call again and the call might get to someone else and I will start the process again. Eventually the call dropped and I never heard from them again. I have been sending emails with no reply, just notifications saying I must send outstanding information which is not even acknowledged. no one replies. you guys just don't care but I want my money. Its been long overdue and I wont keep on wasting my airtime calling people who enjoy getting money for charges on the account but dont care about resolving client's issues. I am so disapointed with this bank