FNB Private Clients has the most terrible service, and an fnb virtual card can be duplicated and be used in *****

I have been a client of FNB for more than 6 years. Recently got an offer to upgrade to private client, and accepted the offer. A day before my card had to be delivered, I got a message to say I should pay for the delivery, I clicked on the link using a virtual card, and paid for the delivery. My virtual card was then duplicated and transactions were made twice at a Spar in Kibler park, I was at work in Centurion. When I called FNB, they kept dropping calls and I went to the bank in Centurion to report this. A case was opened. This was on the 30th of January 2025, I followed up with them they told me it's still under investigation a week ago. I followed up again today, on secure chat to an advisor named Tsholofelo from the ***** department, and the service I got was completely terrible. She/he end the chat without having answered all of my questions. I asked what the feedback was, she/he told me it's under investigation, I said I wanted to know the progress and she/he said case was refuted. I asked for answers, as I wanted to know how a virtual card can be duplicated. She/he said an email was sent to me but I did not get any emails from FNB, then she/he end the chat leaving me hanging.