FNB - HOW CAN YOU BE TRUSTED

I contacted FNB credit card division on 10 October 2019 at 13:20 to assist me to cancel a transaction that I did not recognized, I was transferred to Immanual at the ***** division at 14:30. I told him there was a transaction to be authorized on my credit card from KLOUD.ONLINE +*** for the amounts of R1,355.86 and R12.41. He must please assist to prevent the transaction to be honored. on his question if I would like another card I said no just block the approval of the transactions. On 23 October 2019 I realized my credit card account was closed in total and the transactions that I begged to be blocked and reversed was allowed to continue. Also the ***** division did not came back to me around 17 October 2019 as i was promised to receive feedback. Today I feel betrayed by my banker. The bank who slogan reads "How can we help you". I also left a complaint on their website regarding this matter Ref *** and indicated to be contacted via e-mail. What happened I was phoned. So what system are they driving. I want to change their slogan to "HOW CAN YOU BE TRUSTED" Please help me with that.