fnb refuses to pay me back

Good day

I logged a complaint on account of a card transaction that was done. now fnb comes back saying that this transaction is done in my area where I live, so they don't see a problem. how can you answer such to a person so ***** is donedifferent areas of residents this is new to me. because ***** is done everywhere. they told me that they will escalate it to management that was the 3rd and today is the 8th can you assist with this because this is not acceptable. I want to know if you guys sorting this out today or if I should just cancel everything I have with FNB and Move to another bank. if I don't get answer by end of business day please organise someone to call me for closure