***** case not important as a client

I have logged a case for ***** on Monday the 11th August, up until today there is no feedback, claim was not yet investigated. I was told 5-7 working days. Received a message that the claim was allocated on the 13th only. So we as clients money is not important to be taken and have time wait until they decide to investigate the cause as to how this happen and how fnb firewall has been breach. I was told that they firewall gets updated regularly and this is the only way to get there attention as when you call they just say there is no update yet dont talk about emails they dont even reply