FNB has a "***** Dept"

Six times I went into FNB branches to sort out R4 000 which was taken off my debit card for something bought at Truworths - I have never been in a Truworths store in my life! Now I was told from FNB ***** Dept that they cannot give me a copy of the "purchase" and that I must go into the store to get one! If they are investigating *****, surely FNB must do the footwork? They also claim that it was not a cloned card, "as they can pick it up on their system. Really? I shall not leave the matter there. Next step lawyer and FNB will pay for that as well.