FNB card ***** dept attempts not to honour their own policies

When I finally managed to get someone from FNB Card ***** dept to respond to my bi-weekly attempts (by SEVERAL voice messages cause they NEVER answer, calls & emails to Card, Card *****, Customer Care etc, reporting on their app,) since January only after I managed to get contact details of top execs only to be told that the suspected ********** transactions such as Limousine hire, Uber etc wont be refunded nor investigated since I should have reported it within 3 months??? I asked the responder 3 times if she informed her suoervisor that she mentioned the fact to me that I reported it on 11 Jan according to the system??? She avoided the answer. So is this how FNB live out their motto of How can we (NOT) help you??? It reminds me of their response to the security boxes that were ******, farmers after 4 years drought etc. Pathetic.