FNB, how can we help you? Sort out my case!

I have been a happy FNB customer for a few years, But last month I woke up to R7000 taken from my account. This was done through my Virtual card, which FNB advertises as been so secure, but someone managed to add my virtual card to their phone without me even getting any sms or notification to authorize it. How is that even possible unless it's an inside job? My husband is in IT and we do cyber awareness training every month at work so I am well trained to avoid phishing attempts, so FNB can't blame this on phishing. After the incident I blocked my virtual cards and reported this immediately. FNB said they would investigate, and it would take 14 business days. It's been over a month and every time I contact them, they say to call back in 48 hours. I can't understand what it taking so long and why they have not paid my money back. This is a flaw in their system as I received no notification to authorize my virtual card getting added to another device. In a week I had a copy of the till slip and security footage of the culprits. How can FNB take so long? I expect my money to be paid back and for you to tighten the security on your "secure" virtual cards you keep pushing people to use.