poor service

hi my name is Beauty, i have ****med money from my bank account from last year. I have been in contact with post since the day of incident. or the longest time in 2025 I could get hold of the bank on email neither on the phone. I eventually got the email of one of the managers who have trying to assist. how the urgent responsible has not been coming to part since he is beginning of this query. no one is able to give solid feedback as to what is happening =. i have been asked to send documents several time up until now money has never been replace in account. can I please get some assist with below query