Disgraceful FNB service

Hi, I was ****med out of -+ R10000.00 from my FNB private clients account in April this year. I contact FNB immediately to freeze my account has the money/purchases leaving my account was not done my me. After being on hold for a long time and being transfered i finally got my account blocked. I had put in a complaint with the ***** deparment and up to today i have had no joy. My question is how did the money come out of my account with out me approving the transaction on my app. Especially since it was 'big' amounts'. Why have i not got refunded as yet. Point two i pay my monthy fees to have a private client account yet its been more than a month and i still dont have a cheque card. I have gone to a branch and was told to order it online. Yet there is no function showing that i can order a cheque card which i have brought to their attention again with no joy. Even my temp card is expired now. I cannot afford to lose this money and i need help desperately as i had allocated this money for something else. Can FNB please get in contact with me to sort this out.