First National Bank the lies about their product and poor customer service from their consultants

On the 1st of June 2022 at 15:08, I received a notification saying I purchased at a place I don’t even know with a card number I didn’t recognise, so I called FNB premium coz I am a premium account holder, the lady said that card that was used to purchase is my virtual card, I explained to the lady that there’s no way coz I never used this virtual card online ever, and wasn’t the virtual card meant to be secure as the CVV number changes to avoid *****???anyway she transferred me to online , online transferred me to accounts and accounts transferred me back to premium lol.. at the same time I’m on the call I’m on a secure chat in the app with a banker hoping they help me, instead he also transferred me to another banker at the ***** department, who asked me to call the ***** line. Then I refused and asked him to call me , he did. We spoke and nearing the end of the call network cut the call and he didn’t call me back. Today I call to find out about my lodged call and it never happened. Instead they said they sent me a form I must fill in. Meaning yesterday I legit wasted my airtime and time talking to the consultants if they never lodged my case. I trusted FNB for years, vouched for it even, but I am disappointed with their service. I’m even thinking of switching banks it’s not like they would care to lose one customer.