Fnb took R26 000 from my account & is unreachable

Good day,

I have been on secure chat for almost 3 hours, retyping the same message over again and being redirected and discounted to about 12 agents. This case last week too, when someone finally told me I should send a mail to *** so that the R26 000 charge on my credit card can be investigated. I sent this mail 5 days ago and haven't heard back since. The call center is even worse. Can someone assist me in resolving this issue please.