FNB sub-par ***** forensics department

I have been the victim of credit card ***** on the 18th of September. I contacted FNB *****, who took my report and stopped my all my cards & accounts. My phone (a biometrics secured iPhone) along with my card details was ****** from my vehicle, whereafter successive R4000 and R6000 transactions were made on Hollywood Bets. This is a clear cut case. I was told to wait up to 10 business day for them to investigate and phone me back. After two weeks and no response, I had to contact them. Instead of a progress update, it sounded more as if no investigation was done whatsoever. They also did not record all the facts in my initial report and based on this oversight (don't they record the calls anyway??), the ***** analyst assigned to me was ready to close the case. After stating my case again I was asked to provide a affidavit and an official SIM swap letter from MTN. Within a couple of days I was able to provide this. MTN could even see that my SIM was inserted into a MobiCell device! Unfortunately the level of service I've received from ***** analyst "Non*** M***" was very bad / close to non-existent. She appears to be more concerned with closing tickets than helping customers. I've provided her with everything she requested and on more than one occasion I had to prompt her for an update, which I did not get. I have tried to get help elsewhere, but unfortunately no-one is allowed to open or work on a case that is already open. "How can we help you?"

Answer: Get my money back. Start by giving me good service by phoning me directly and providing me with a detailed, informed progress report. I would really, really appreciate that.