FNB Business - Terrible service!

I have never experienced such poor service! I currently sit on an hour-long call (so far!) to FNB (using my airtime), being transferred 6 times to try to resolve something that should have been resolved smoothly! I have experienced ***** on my FNB business account 3 times over the past two years, none of the cases involving my cards directly, none of the cases I had any 'part in', I would simply get a payment notification that money has been reserved from my account. The last case in question, I was at home (21 April 2023), when over R6000 was taken from my business account. I followed normal ***** reporting protocol, the card was closed, and investigations were to naturally take place to then authorise a refund. I have heard nothing, no response from FNB whatsoever. Apparently, a letter of decline was sent to me on 18 May 2023 - no letter was received. I emailed on 09 June, no call or response from FNB. Today (26 July 2023), by the time I had ended the call, it was an hour and a half later! I had to cancel a client because the call kept getting transferred, and what should have been a ten-minute call was 90 minutes. The ***** case was declined, and no refund to be made, on the following grounds:

FNB thoroughly investigated your claim and found no involvement of any bank employee or failure of the Bank’s systems or processes. • The Bank has reviewed the case and considered all the facts, regrettably we have declined your request for a refund based on the following: • In order for the FNB Contactless Card transaction/s to be processed, a registered/linked device was used behind a secure login.

My device was with me, in my pocket, all day, until I was notified that the money was already taken. There was no request for authorisation of this transaction, there was no OTP. There is nothing in my FNB app history about any authorising of this transaction. How is this ***** claim declined? Absolutely ridiculous! We work so hard for our money, and hackers can run free and take what they like. FNB please kindly up your security so your poor clients can safely keep their money with your bank or we'll be forced to move our money elsewhere.