FNB ***** not taken seriously

As previously stated in October my phone got ****** and 2 loans were taken in my name 12k cleared from my account, FNB promised to resolve the matter with in 30 days it’s December I’m still being taken from pillar to post after being promised I will get my money back because I had money protect, instead they kept debating my money…. I REPORTED THEM TO THE OMBUDSMAN