Debit card ***** line no answer

A ********** transaction was done on my debit card and I immediately reported it to FNB on 6 May 2021. I was given a reference number and that was it. I called to follow up on 17 May and was told I would know the outcome by 20 May 2021 but I did not receive any information or refund of the amount. I tried calling the debit card ***** line on the 21st with no luck, staying on the line for over 20 minutes each time and then it gets cut. I tried again this morning with the same issue. I called the initial ***** line that I reported the case to and they were not helpful at all, just kept putting me through to the debit card line with no answer again. If the lines are so busy, that says a lot but I can't get through at all since Friday. I need this resolved and my money back into my account.