FNB Private banker not useful onmy ***** case

On the 21/02/2020 I was de*****ed R3000 through ATM *****. I contacted my private banker, Hlengiwe Mtwana, on the matter. She than informed me that she will contact ***** department I shouldn't worry as they will contact me. I waited and no call from ***** Department. I then sent an email to her on the 31st of January which was ignored and upon my call, she informed me that she is not sure why ***** Department has not contacted me. Again on the 06th of February I sent another email to her raising my frustrations, and again she never responded, yet this is my private banker. On the 14/02 I visited FNB branch at Sunward Park where I was informed that no ***** notifications was raised by her. Meaning she **** to me. For that I'm extremely unhappy. At the branch they then raise a new case number: ***, which should have been raised on the 21/02. My R3000 is still not refunded yet, even though after the incident I cancel my card successfully and later got an sms that R3000 was withdrawn.