FNB - Terrible Service and Poor Turnaround Time

On 4 May 2024 I received a in-app notification of a transaction on my FNB virtual card. I did not conduct the transaction, in other words, I did not make a purchase using the card, that day. The purpose of using a virtual card is for elevated online security, as your CVV number changes every hour, thus lessening the occurrence of *****ulent transactions. I immediately contacted the bank to query this transaction, ( to the amount of R363.84), and was informed that the transaction occurred on the virtual card, and that I should cancel te card immediately, to avoid any further *****ulent activity. I was informed that the query, matter will be resolved within 30 business days, as an investigation had to be conducted to find out how my card information could have been hacked. I contacted FNB today, 35 business days after the initial query. To date I have not received any further correspondence or feedback from the bank regarding this matter. On chatting with an online assistant via the FNB app today, and after providing them with the query reference (Reference Rn***) I was first given information on a refund date of a completely different transaction, that was never queried or disputed. And then later told the matter will be escalated and that I would receive a response in 72 hours. I am very disappointed in the manner in which this query was handled. It is overdue for more than 5 days already. By the response I received, it is safe to assume that no investigation has taken place.