FNB not responding to a ***** report / claim.

on 3 Jan 24 I reported ***** on my credit card (a very large amount in my opinion). I keep following up on the secure chat that they offer, and they only tell me that they are escalating it. when I phone, they put me through tot the *****Line and the call drops or they just don't pick up. Then yesterday I withdrew cash from an FNB ATM and the money was not dispensed. I had to go into the brach to file forms. FNB keeps taking money from me and has no interest in paying me back. How is this possible?