FNB EL - lost faith in you

AVOID FNB , Unbelievable! Lodged a query this morning with FNB about a close friends's account bring hacked a month ago. Problem not escalated to investigations dept despite her giving them the case number. Nobody's called ag this point. Someone responded to my query and said they'd call her. So they did call, and made as if the line was not clear and dropped the call. I completely Give Up! The years invested with this bank for them to treat someone like this is beyond me. Not even the manager escalates the issue. Oh wait, he did..yesterday! Only a month later 😠