CARE? What a joke!

My purse was ****** in December 2015 which had my FNB debit card in it. It was immediately cancelled. On the 1st of April 2016 I noticed that there were multiple purchases made on my card. When I called the FNB call center and after much argument about my current card is still in my possession, I asked the agent to check if it was not the ****** card. She first denied it and then realized that it was indeed the ****** card. She opened a case and then hot listed my card. Even after I called, there were still multiple purchases on my card. I had to call once again to find out what was happening, only to be told that I had to call back again at 8am when the department opens to follow up on my card. My card had been used from the 29 March till the 4th April. My contact with FNB is as follows: 1st April 2016 - Calling the FNB center to inform about my card. 2 April 2016 - Called again to be told to call back and follow up with a different department as my card was still being used even after it was hot listed. 3 April 2016 - My card was still being used and there was still no refund into my account so I decided to send an email to the *** 5 April 2016 - Email from Rahim Salamaan stating that they are formally logging my complaint 10 April 2016 - Email from me stating that there has been no feedback regarding my case yet 11 April 2016 - Email from Natasha Brown apologizing for the delay and that urgent contact be made with me.. 15 April 2016 Email from Rahim Malik Salamaan who stated that my matter was resolved. To an extent it was resolved but they only refunded part of the purchases made from the 29 March till 2 April 2016. I emailed immediately to state that it was not fully refunded and received a reply from Verona Blom who said they were referring the matter to the relevant department to contact me. 21 April 2016 - Still no contact and I emailed to ask what was going on again. 25 April - No response at all I'm not really sure how many times am I supposed to be emailing to follow up with regards to refunding my account. I have been sitting with a negative amount in my account for the past month and unable to make any transfers or payments. I am so shocked by this service provided to me, and to put a cherry on top, I was even charged the monthly service fee making it another negative R100 for me! Service fee for doing what? Leaving me in the negative? I am so disappointed in this service when I thought FNB is supposed to be one of the "better" banks. How much longer do I have to wait? Reference 899909