FNB doesn't answer their phones, how can they help?

My credit card was recently hacked. Thankfully I was called and notified by one of the staff at the Credit Card ***** dept but was unavailable so said I would call right back. When I called back, I was attended to by a not so friendly Kyle who assured me that I would get a reference for my ***** case logged, within 5-10 mins. Its been almost 2 weeks and still no reference. Nevertheless, the bank started reversing all but one of the ********** transactions last week. I have made more than 5 calls to try to get answers on the last remaining transactions and I cannot seem to get anyone on the line to help me. First few calls, after spending more than 15mins each time waiting, eventually chose the option to have them call me back- it never happened. And then today, eventually get through to someone, who tries to put me through to someone, and cuts me off after 9mins of waiting. Then I call back, and get through to Kyle no less...who couldn't help and transferred me off to the ***** follow up dept, where I spent the next 34 mins waiting for someone to answer. And eventually gave up! This is ridiculous!!! Disgusted. Very poor service! In total I have spent almost 2 hours off my cellphone trying to get someone to help... Not impressed at all.