FNB Galleria bad service

I called the FNB call center regarding the transactions that went off on my account without my consent. I spoke to the lady who deals with the debit orders and was advised to hold on for general inquiries after getting through to them they advised me that I should hold for the online ***** department. The phone dropped and I finished all my airtime holding to speak to a consultant. I decided to go to the nearest branch for assistance. I went to Galeria Mall FNB and the gentlemen that 'helped' me advised me that he could not assist as I need to find out who took the money and log a call with them and ask them to refund me. I asked him how can I find out who did this as this is why I am at my bank he just said you must google the ref number and you will find out. Please note the ref number are numbers and broken down letters not a name of a place. Only after my husband asked him if he can not just give me a new card because the people will try to take money again. Only then did he say yes he can give me a new card. I felt there without knowing who took the money off my account and the money was not reversed.