FNB Worst service ever

Worst bank ever. On 03/02/2020 Money disappeared out of my parents account which is on pension, of which on the 3rd try the ********* got the money out of bank. The morning on the 3rd did go to the bank to open a complaint of which they did. They told them that it will take 7 - 10 working days. Of which the tenth day was on Monday. On Tuesday there was no reply from the bank on the progress. So when i phoned they said sorry but it not finalised they will escalate it. When i phoned today on 21/02/2020 they told me the issue was never escalated to the right department and they only escalated it on the 18/02/2020 when I called to confirm the progress.