Fnb not a suitable bank

So I was involved in a ***** case where someone called me from fnb note this person knew all my info for bank account. They investigated and somehow found nobody responsible except me. I asked on the app if they got any info for me and an assistant told me I will be refunded and will receive an email this was early this morning. So I noticed I did not receive an email. I went back on the app and told them this and another assistant tells me I will not be refunded My issue is that I've been with fnb for many years never had issues. And now when my last money was taken I get told I'm been refunded and the not been refunded. I am so upset about this