FNB ***** case

I am banking with FNB for the longest time. To put it in correct perspective i have been banking with them when i was in grade 11 or so. It is safe to say i have been FNB client from Youth account to Private wealth banking account. I however was involved in an incident last week where my phone was taken away from me in an incident of ******* in auckland park johannesburg. As soon as it happened i informed the bank, while i was on the call with FNB representative reporting the incident my account was compromised by the alleged ******s and they managed to withdraw funds from my account on the evening of 24th august. I then went to the branch next morning to report the case at campus square branch where i was assisted by the FNB representative by the name of MAPLE who was at the call centre. I am not sure if she reported my incident or not but regardless i have yet to assisted with the case. It is been over 10 days and i have not gotten any assistance from FNB case manager Mr Nathalia Lazarus. Please advise what i can do going forward with this case.