FNB ***** Terrible service

I noticed on the 8th of August 2015 that there was a ********** transaction on my FNB Platinum account. I immediately contacted FNB and was directed to their ***** department. This department informed me that the case will be investigated and will be resolved in 3 to 4 working days. It is seven working days now and nothing has been done to resolve the matter. Every time I phone the consultant put me on hold indefinitely and doesn't return the call. The last consultant could not even understand their own simple banking terms and I had to explain it to him. My accounts has been frozen and I'm left with no money to reach the end of the month. The account in question is new and I havent even collected the card yet.