Bad Bad Service as always from FNB

Yet again, FNB gives me the complete run around. A transaction went through my account for a purchase of a VPN which was not authorized by me. Whats worse was i did not receive any notification on my app showing the transaction leaving my bank, neither did i get a notification to approve the transaction. Now, i log a complaint and i log a ********** query. To date its been a week and i have no feedback. It feels like i need to keep going through external channels just to get a query resolved with the bank. Its so frustrating. I call into the call center and the guy tells me that i must log another complaint online just to get feedback on my query - i mean what the hell. Please call me - my name is Cidilia Singh