FNB ***** case not arrended to despite me following up

I have gone to an atm in Boksburg to draw money on 16 October when my card was retained by the machine. I immidiately cancelled my card to stop any money from being drawn. Despite that, two transactions had been made, one for R40 000 and one for R30 000. I opened a ***** case. They said I would hear from them within 33 wirking days. I followed up twice thereafter, after NOT hearing from them. Promises were made that I would hear from them before 23 Nov and again 1Dec, but to no avail. I am extremely unhappy with the service I have received, especially since I have done everything correctly. I have put this money in the bank because I wanted it save. I also pay banking fees to cater for matters like these. What else should I do?