FNB ***** - Disgusting Customer service - Moipone Gumbi

I have recently had bad experience with FNB regarding a transaction on my business account with account number *******708. I processed a transaction on the 9th November 2023 to some *****ulent ****mers pretending to be suppliers. The payment didn't go through my bank account and then I contacted FNB I was told the payment will not go through as the I am paying new account and the amount is slightly big and not normal for my usual transactions. I was assured that this payment never went off my account and I will get a call to confirm if I am aware of the transaction and also if the amount must go off or not and that never happened and then I contacted the bank the same day via the secure chats after realizing that these were ****mers, I was assured in writing on the chats that the payment had a soft lock and will not go off. I then asked that the transaction be cancelled and then I was assured that it will be cancelled and they had put in the request, to my surprise the next day the payment went off this is now the 10th of November 2023. I contacted the private suite to find out how the payment went off as I was assured in writing that it will not go off, I was then told that by the time the desk that cancels the transactions started their shift the payment had already gone off. The lady at private suit then realized that FNB is now at fault because she promised me that the payment will not go off at all had gone off. she then said to me the only way to get this reversed is through the ***** Department. So for the sake of wanting the transaction to be reversed and the money not to get to the ****mers I did as she advised. Mind you the same lady assured me in writing that the payment will not go of and then it went off any way. I reported the case with ***** and then I was asked to get a SAPS case number and an affidavit which I did. a lady by the name of Salina and she advised me that they have contacted ABSA and the money is withheld by ABSA and they need the SAPS case number and the affidavit to proceed with reversal of the money. I sent the documents the same day and received confirmation from ABSA that the SAPS Case number and Affidavit were received and I will be contacted soon by an investigator. I have been making follow ups with no joy. I have been trying to get hold of Moipone Gumbi and have been told she contact me back and I never get any call. At this point I really feel like this issue is not receiving the sense of urgency that it is supposed to get because it is FNB's fault that the payment went off in the first place. I have contacted ABSA ***** myself and was told they cannot give my any feedback on the case as they cannot verify if it me on the phone, they can only give feedback to an FNB consultant. I have tried to inform Moipone Gumbi to contact ABSA to get the feedback or update and I am told she can only email and she doesn't make calls. I eventually called ABSA Myself and I was told that Moipone Gumbi (FNB) has not sent the Indemnity form which I completed 2 Weeks ago. I followed with FNB and only today and only now she sent it to ABSA. This will take another 5 Working Days because Moipone Gumbi didn't do her Job when she was supposed to.