FNB SERVICE CENTRE AND APP SERVICE RIDICULOUS

For the 1sf time in my banking history I had *****ulent activities on my bank account and reported this to FNB on 20.11.2023. Their ***** line stayed busy for an extended time period so I reverted to Secure chat on the App. My Account was put on hold and I was told to cancel my card on the App. I had to go into the bank to remove the hold from my account and log a ***** case as I could not get through on the landlines. Excellent service in the FNB North Rand Branch! However, today I checked and had a message that the ***** case was completed. The money was not yet reversed/refunded so I called for assistance on the ***** case progress, had to hold on for an extended time period costing me a fortune. I then cut the call and reverted to Secure chat on the App. I was told by Dylan the refund can take up to 48hrs to show on my account?? He also told me to call the FNB service centre line to dispute the new card charges. After my call being cut as they could not authenticate me due to me using the phone to speak to them and then their App was unavailable I tried again 4 times and kept getting cut. I need to know why, when there is a ***** case number and it's completed, I must pay for a new card. I cannot get assistance via the App or phone. This is not the service I expected from FNB. I would really like someone to get back to me soonest as I can't get assistance via the landlines (service desk no.) I'm sure I am not the only person that has problems but the service level from the service centre is ridiculous. WHY IS THE APP UNAVAILABLE FOR EXTENDED PERIODS OF TIME? WHAT IS GOING ON IN FNB??? WHAT IS FNB'S IT DEPARTMENT DOING?