Bad customer service from ***** & Private Client services department

I was **** by doing an online purchase 05 Jan 2023 and immediately notified FNB ***** department. Its been 4 weeks and no one even took the courtesy to update pr advise me re my case. Im trying for weeks now to call them to have tjis matter resolved and everyone I speak to either refer me to someone else or the call just get cut off. If you get an authentication sms on you banking app to approve any online purchases: why did I not get one for this specific **** transaction. The service is so so bad and I would expect being Private Client customer that you would be treated as a valued customer