Bad call center customer service

Can't even give them any starts, I'm so disappointed with fnb ***** call Centre, I call in today worry about why is someone taking money from my account, the person on the other line, Rhullani malake from fnb call center, did not even do his job right, Today I called in a ***** case not knowing how and what to do, a man by the name of Rhullani malake from fnb call center pick up the call, after me tell him what had happen, he did have much to say so I asked him how this works, cause he never explain to me, after asking him he said there will be an investigation and a case will be open be block my cards and account , I said OK not a problem, then after, at 3pm, I went to the bank the lady at Phoenix plaza asked me, if I had a case number or ref, I told her, I didn't know I had to have one, the man I called it in that what he said, he said it will be open. He also never advised me how this works , he never give me a ref or case number and in the morning I think I was on the call for 30 mins, now when I went into the bank they said I need to call and ask for the number I wait 1h for someone to pick up the call, a person answer the call took so long to explain , he said I can traf the call to him or new person cus ei was so upset they couldn't find that we reported the fauld he just blocked my account and cards then I was traf again , we got a person after so long he check the system and had no record of him making this into a case or not even a ref was given to me, after telling him everything, he then send my call to another person , I told him frist I don't wish to talk to him, cause he didn't do his Job well, now I had to be another 30 mins in the morning 2 hours at the bank and now to explain everything over and over again, calling fnb was very traumatizing to me and the ***** happened at 10:49, I called in at 11am they could have done something, or worked fast, in look for this people, if he logo a case number asap but he never we wasted my time and airtime, this is very disappointing for the call center