BAD SERVICE FROM FNB ***** DEPARTMENT

We had a card ***** on the 7 November at 6.35pm. The card was hacked and money withdrawn at an ABSA atm just one street down at the Mona Lisa Centre. When the sms's were received we immediately phoned the ***** line and went on the fnb chat, as you have to hold for up to 50min for your call to be answered. Got through on the ***** line at 6.56 pm. got a ***-***. told us to check progress in 7 days, which we did, then the fnb chat line says system down, please phone ***, did that, and waited 35min, no answer. This has been going on since the 7 Nov. after various calls and a hefty cellphone bill, still no joy. Can someone at FNB ***** please let me know what the status is of our ***** claim.