Bad service

I reported a suspected ***** on my fnb private client service card beginning December 2022 and the promised to call me within 7 to 14 days but up to today no response. I've been call with no assistance but transferred from pillar to post. The online ***** transactions did even asked me to approved them via app. So I notified them. Can I be refunded the money taken please. Case number ***. There was also attempts on canceled card on 21 and 22 December but becos card was canceled it declined. I received sms on that.