FNB ***** CUSTOMER SERVICE POOR

I've been banking with FNB for 13 years. I had a lot of trust in you but i have lost my trust in you, I've been loyal to fnb, but the call Centre agents are not help full as usual. Very disappointed with the way i have been treated with the fact that fnb's security system failed and my account was vulnerable and i lost money. I keep calling but I'm told to wait for 7 days, do you guys understand the frustration i am in, i don't have money its the beginning of the month, i am unable to buy groceries and provide for my family. i was told when an investigator is assigned they will contact me but no one has even called, i was told that the hackers can bypass the approval stage, so if you know this is happening why are you not fixing the issue? I need my money returned as soon as possible, i want someone senior to call me!!