FNB *****

I have banked with FNB for over 20 years and have never had a bad experience until now. ***** occurred on my account. This happened when FNB sent me an OTP number which I approved. FNB themselves phoned me straight away and said there is ***** happening on your account. My question is, why did they not prevent it, and how is an FNB OTP pin being made available to me if it is *****? Surely my own bank should protect me from this. Is that not the purpose of an OTP. I have used the secure chat, and I have called several times. The only answer I get is that it has been escalated and will be resolved in 24 to 48 hours, which has come and gone several times. It is disgusting that I have to wait so long. If I cannot feel safe with my bank, there is a serious problem. The fact that everyone just gives the same answer does not say much for the training the staff is getting. I will not stop until it is resolved