FNB, poor communication bad customer experience. Inside job frau?

I had ***** occur om my virtual bank card about a month ago. I use my virtual card especially because it is advertized to be safe as the security code is supposed to change every hour and generally payments need to be approved on the app. So I fail to understand how ********s managed to make transactions on it. It makes me feel like it could have very well been an inside job as I did not receive a single notification besides on emails about payments. Not only am I dissapointed in that my secure card was hacked I am also exceptionally dissapointed in the way FNB is managing the follow-ups I have attempted. They do not know what's going on when I phone in I am told the case is still under investigation. When I use the secure messaging chat I am told I was sent an email with details. I checked all my folders including spam I have never received an email about my ***** case. This happened twice. No one can give me an answer as to what is going on. All I know up to now is that it can take between 14 to 30 working days for a case to be resolved. I need some answers here please FNB this is not acceptable.