Bad service at FNB ***** dept

i just want to share my experience with FNB Jeffreys Bay.

On the 28/09/16 i received a message that a R3000.00 was withdrawal from my account. i check if my bank card was with me ,was in my wallet and my pin in my head. i went to the FNB branch to lodge a query consultant was very nice, however the ***** dept sent email to me that it is not a valid claim because it was my card and pin no using although the card was with me when transaction happend. The same happend on the 07/10/18 while i was at work R3200.00 withdrawal while my card was with me in wallet and pin in head. my card was with me and pin in my head. I lodge again a query same happend the ***** dept was not of much help. I sent a email to Care dept same happend , then FNB said i must sent query to ombudsman. Send it in 2017 and untill now they dont even phone me to say they busy. Untill now FNB owes me R6200.00 which i feel its my money my card was with me and noone knows my pin besides me.