FNB- worst Bank Ever

It's now been over 3 weeks with no feedback to my dispute on a transaction that went off my Cheq account and still no resolution or feedback. is this the Service FNB offers to Customers. No contact can be made with Merchant as i did not order or authorise the transaction and the OTP that was sent to my phone was not entered anywhere so how could i have approved the transaction. Please Track as from what Location the OTP was entered from as i can guarantee you it was not from my device. I work hard for my money and for FNB to just Shrug their shoulders and put blame on me for their mistake is totally unexaptable. Reverse the funds back to my account as i have a family to feed