FNB ***** claim feedback non-existent

I reported a debit card ***** claim for a transaction that took place on my card, which I'm not aware of as the card was in my possession at the time of the incident. This happened on 16 July 2018. I received confirmation that the claim form have been received, but after that, up to this day, I have not received any feedback regarding this claim. I have phoned the 086 number (option 2) numerous times, to no avail. I have also been to FNB branches a few times to ask if they can assist me, but once again I was told to phone the 086 number. This is becoming ridiculous. FNB are quick to convince you to open an account with them, but the moment you want some help from their side, it is non existing. So much for "How can we help you?"