Account hacked and I must solve the mystery!

On the 16th of April, someone hacked my FNB account and used it to pay for their Netflix. Two transactions went off then I blocked my card & immediately called FNB ***** line (reference no is ***) & they said they will investigate. I must fill in reversal form which I did. This morning, 21st of April I receive and email FNB asking me if I spoke to Netflix as they can't help me until then. What where they investigating?! I don't even have an account with Netflix. This is very disturbing as we are on lock down and need all the money in our accounts.