FNB Platinum Business Banking - No Response from Business Banker

I tried to withdraw cash at an ATM in Abidjan, the transaction was unsuccessful, however I got a notice to say money deducted out of my account. I notified my FNB Platinum Business banker immediately, who responded that I must log it on the online chat. I logged it on the online chat. The online chat said I need to go to a branch in South Africa, this is difficult when out of SA.

I have emailed my FNB Business Banker three times in 10 days and I have no reply on this topic.

It is not the first time I have to email my business banker multiple times on various issues before getting a response.