Bad c ustomer services

There was an unknown transaction that took place on my Private Wealth Account for an amount of R4000.00 using my card whilst I have my card with me which has a pin for all transactions, I immediately contacted the *****s department about the activity, and my card was canceled to avoid further transactions, I was issued a case number which I was told to write down on paper for follow-ups, it is over 2 weeks now, no feedback from FNB, When I call the hotline number for *****s department I'm told that there is an investigator on my case but no status or comments, there is no call or SMS that provides any updates on this, till now I'm not sure what happened to my money and if I'll ever get it back. Having a private banking account does not even seem to matter, if you try to contact the bankers, they are not available you are required to report issues on the FNB app chat. Not even a courtesy call to say where are looking at you case and will provide feedback, the only thing I have is the case number that I wrote on the paper.