FNB failed me and my family

I stared working last month, very excited to receive my first payment which I received and the very same morning as I was about to transfer money to my grandfather who needs medical attention and to my siblings to thank them for supporting me through everything, before I could even transact the money I get two decline messages, I was confused because I did not even send any money yet, I quickly check my balance and I see money has been withdrawn, luckily FNB is down the road from my work, I went there to find out and it has come to my attention that someone swiped R6090 at some clothing store called Bagit Fashions (which I have never heard off), the teller cancels my card and does all the paper work to submit to the ***** claims, they said it would take 7-10 working days. I had called on the 7th day and was told it is still under investigation, they will contact me by Monday which would be the 10th day. FNB has not contacted me, I have to call to get information about my money, my hard earned money. They have failed me what was meant to be my proudest moment of helping my grandfather with his medical bill and my family for I could not support them. R6090 is a lot to my family and clearly it means nothing to the bank.