Disappointing FNB service.

Hello. I was ****med out of R20 000.00 from my FNB account in August 2023. I was able to get in contact with FNB immediately to stop my card and any payments that was still pending. I was assured that I would be refunded because I stopped it in less than 2 minutes while the transaction was pending. I have not been refunded to date. I have been into FNB numerous times, made countless calls but the ***** department is always too busy. I cannot afford to lose this money and I need help desperately as this money was meant to be used for my university fees this year. Can FNB please get in contact to sort this out?