Bad customer service from FNB

My phone was ****** in Fourways mall on the 7th of August 2026,which after I went straight to fnb immediately to block my account my cards and deactivate my ****** device ,which I met with a consultant that called the ***** department and everything was said to be done and the banker added that no fund was lost as at the time I came in to block my funds were intact. I went in the next day to get a card I did i was able to withdraw a sum of 1,950 after which the card started declining and all the funds in my account was gone ,I immediately called the ***** department and was assigned to violet at Fourways mall branch which she said the money left the account which was not supposed to happen because the account was said to be blocked device blacklisted,all virtual cards blocked,they promised they were going to get back to me and that they held the transaction I’ve been asking them for answers as to how funds can leave a blocked account I want my money refunded but they are not taking me seriously they keep telling me to come back day after day it’s been 6 weeks now Please kindly help me to look into this