Awful customer service

I have had so many awful customer services experiences while being a client of this bank that I'd need to write a thesis detailing it all.

Most recently, my card was cloned or the details were hacked somehow ******(I still physically have the card). I saw a bunch of strange transactions coming off of my account and immediately called FNB and cancelled the card. I was told by the person I spoke to at their ***** department that it would take 3-5 working days to investigate and potentially refund my account.

Since then I have been trying to get updates but there is no way to request a call back from their department and their lines are so busy I have been on hold for over 30 mins multiple times before giving up.

I tried to speak to someone over secure chat to request a call back and they said it takes 14 working days for the case.

As usual I am getting a different story and instructions from every person I speak to. I don't know how they are training people but honestly their customer service people are clueless and completely unhelpful.