FNB digital ***** dept. poor customer service!

I opened a ***** case with FNB and the customer service experience was very poor. Each and every day I had to follow up because the person that was assigned to deal with my case made no effort to call back. I had to visit the branch to make a call because if I tried calling using my own cellphone I ran out of airtime whilst waiting for them to pick up.

On the 4th of May 2024 was ****** and they took my phone and money that rounds up to almost R18k. I immediately visited the branch to block my card but unfortunately they had already made transactions according to the statement print out. I also went to the police station to report this incident.

Till today there has been no update from the digital ***** department and it’s been over 6 months. What is the purpose to report ***** cases if they will not be willing to work with you to resolve the matter?