FNB Card ***** Dept is NOT there to HELP

Today marks exactly 2 weeks since I reported ********** transactions on my credit card

I stopped my card immediately and called the ***** department to report the 4 transactions that went off my account in the space of half an hour without any otp or approve it messages sent to me.

After the first week I filed a complaint and got an automated message saying contact would be made in 48 hours, I tried following up on that after 3 days and again another automated response to wait 48 hours

To date, exactly 2 weeks later not a single phone call or actual person response to let me know that transactions are being investigated

If I'm being honest, it's beyond me as to why they were allowed to go off / bank in the first place as when I initially called the status was still "pending", why were they not stopped there and then ?