FNB ***** department is useless

I reported a ***** case where my phone was ****** and my credit card account was maxed out. Since I reported the case, my case was in final review stages for more than a month now, with debit orders going down from my account for money that I did not spend. No reversal have been made back to my account and when I call them, no one answers. When I finally get my funds reversed (eventually), I will need to go through this terrible process again to get refunded for the debit order because they did not pause the payment even though they could see I have an open case. I would not recommend anyone to use them, and I am really considering to move to a different bank.