Disappointing ***** Department Handling

What a nightmare!!! Called in on the 31st to report a *****, got a case number. This morning when I’m following up on my case the first consultant I spoke to from the ***** department was screaming at me basically implying that it’s my fault that my money got taken from my account. I thought FNB is the one that needs to make sure nothing happens to my money?? He didn’t even want to hear me and he hung up on me. I then called in again and spoke to a lady and she said I must call my network provider to get a report, also why is it my job to be calling and investigating?? Are they not supposed to do that and get back to me? At this point I need my money and need this stress lifted from me. What I experienced today was very poor service!!! Disappointing