FNB ***** department total lack of customer service. Cannot get in touch and no feedback!!!!

On the 15th of April 2021 I was debited R589.95 from an unknown international company by the name of " GTAVRS . com " on my cheque account - as soon as I saw this transaction occurred I made sure to phone my bank and report the incident as well as cancel the card immediately. The first transaction was reversed but then FNB allowed the very same company I reported to make another transaction on my account a week later on the 22nd of April. However I had no notification of the 2nd transaction and reported it 2 days on the 24th as soon as I noticed it. I was told to wait for 1 week and a rep will get back to me. It has now been over a week and trying to get hold of FNB ***** department is a nightmare! It is simply impossible to speak to anyone in the ***** department! I have waited on hold three times in a row all for 30 minutes only to either be disconnected and hung up on by agents or the line just goes dead or someone answers and just sits there doing nothing and I can hear them having big chats in the background and laughing while bank customers who have been ****med have to pull their hairs out trying to get some kind of help from a bank that simply dopes not care. HOW AM I SUPPOSED TO GET HELP IF YOUR PHONE LINES DON'T WORK?!?!?!?!?!