For a bank as big as FNB I am truly disappointed

I recieved an sms stating money has been reserved from my credit card account last night- log into my app and the transaction went through successfully without an OTP required. No OTP was required and I instantly call FNB ***** department to report this and have that amount reversed. The call centre agent just told me I have to wait 10 days for investigations- did not even sound interested in ensuring I get my money. It takes 10 days to reverse money that was taken from my account **********ly? All this call centre agent did was cancel my credit card, order me a new one yet my issue is not ressolved and was not handled as I had expected to this agent it was "same story everyday". No relevant wuestions were asked? Such as when? how? I am so disappointed. I don't even know what will be investigated with all the information that is missing and I just cannot understand why its so hard to reverse that amount while investigating. Why does the ***** department even exist if I am still as stressed as when I saw that notification?