Bad service!!!!!!!!

I have been trying to get my money back as there's a authorisation hold on a duplicate charge. My bank requires a letter for them to release. The customer service team is awful and keeps on copying and pasting an automated response where nothing gets done. Agent rghani even said that he/she won't respond to any further messages on my issue. I'm disgusted by this service and I'm on the verge of deactivating my account.