FNB is a ****ty bank. ********** transactions on my account not attended to

I had a smash&grab in Dec. Stopped all my fnb cards and was given new ones. A few months later, transactions were being deducted off my account using the card the bank had confirmed was cancelled. I was told the ***** department was handling it and was given a case number. I have since never heard anything back or had the money put back in my account as the co consultant had promised. I've sent emails and received no response.

Last week the same thing happened, on my business account. I sent a mail and senessagws via the chat option on the app. No reply to my mail and no help from the chat. I have been assigned a personal banker but even he is unreachable over the phone and email.

What exactly am I paying service fees for? I've just about had enough and am now shopping around for a new bank for my personal and business account