FNB service sucks

Hi there im so disappointed in the service im receiving from FNB. Money was **********ly taken from my account on 25 November 2020. I immediately went into FNB branch to report the incident. I was told they closing the account in question which never happened. I also received a reference number which i use to follow up on the case but service are so poor at call centres no one can help me. No one up to this day has come back to me regarding the investigation. I have to phone them and waste my time as i never get any feedback. I am extremely dissatisfied and considering changing banks. There is no one that can be of assistance inside branch as well as call centre.