FNB allowed *****ulent transaction

On 29th August a *****ulent transaction of R4900 took place on the FNB debit card. The transaction was immediately reported and we were assured that the transaction had been stopped and would be reversed. The Bank allowed the transaction to go forward on 31st August. Only just realised that the transaction had not been reversed. We were never asked to open a ***** case when it was reported and were asked twice whether a ***** case had been opened today. We never answopened a ***** case as we were assured that the money would be reversed. Went to the FNB 22nd September in Rosebank Mall and waited for 30 minutes even though front of the queue. When helped, 20 minutes calling ***** who then transferred to debit card ***** which just kept ringing. Gave up and went home