Extremely disappointed in FNB

Monday morning I received two notifications for money going off on my cheque account. One for R4500, and one for R5000. Both of these transactions were "Reserved For Purchase" at a company called "Momi Entertain". I have no idea who they are, so obviously someone got hold of my card details or cloned my card or something. I immediately phoned the FNB ***** department to make them aware of this and asked them to stop these transactions. I also tried to contact my private banker and the private banking service, which took forever. No responses to email initially and no one picking up the phone. Eventually the private bankers did come back to me and I had to fill out more forms etc.

I woke up this morning and these two transactions went through, so effectively someone stole R9500 out of my account and FNB did nothing to stop this!!!!

How is this possible? How can they not freeze these transactions??

Also, FNB was not concerned as to how I am going to pay me debit orders with this money no longer in my account. I was left to figure something out or borrow from relatives.

I also pay a premium every month for FNB DEBT OPT Protection, should this not cover me for something??

I am appalled at the level of service I received form FNB. And, this is there "Private Client" Service.

I am extremely disappointed, I am seriously considering moving to another bank.