Fnb service not good

I was a victim of a *****ulent **** on 16 October and reported it to fnb, they made me go to saps for report and affidavit twice, i sent them all the documents and this month they notified case finalised and for the last 7 to 10 days they have sent me from pillar to post often but refuse to send me or tell me the result. I asked for a manager they ignore me and 4 times i have asked for a reference number to report this to the banking ombudsman and they still ignore me. The motto Fnb how can we help you?????HAHAHA that means absolutely nothing.