Bank did not resolve my issue

I reported a matter about ***** on my account, they’ve been sending me pilar to post at the branches which is a matter that’s been going on for months. Workers told me they couldn’t help me, eventually I called the ***** line straight and they opened a case for a matter I’ve been reporting since 2024 October. FNB told me through email that they are not liable to pay me my money back? How is it my problem that the matter is over due due to their staff who didn’t want to assist me properly because I’m a student and my matter wasn’t taken seriously?