***** and poor service

I've had an FNB account for about 3 years now and always spoke highly of them, until this December. My phone was ****** 5/12/2021 and my FNB account emptied via EFT ***** and E-wallet ***** (my Capitec and Discovery Banking apps were not hacked or accessed at all). Bare in mind my phone has a password, faceID and both my FNB bank cards were at home. I phoned FNB for 2 weeks, visited the branches EIGHT times and I was NOT refunded. This after an *********** call center agent could not see the ********** transactions I was referring to, could not explain to me what E-wallet is or how it is accessed AND did not stop my internet banking as requested. When I got to a physical branch on Sunday after my phone was ****** they told me that the internet banking had still not been stopped. You'd think FNB wasting my time via phonecall and failing to stop the internet banking to prevent ***** would constitute for a refund, right? NO. In addition to not being refunded, the service I received was absolutely disgraceful. When calling in, the consultants have a non-caring attitude or simply don't speak. The form I got to log my ***** case with at Canal Walk was the incorrect form. The consultant at Cape Gate took THREE hours just to issue me a new bank card and internet banking (which I did not want due to the ***** experienced but good luck getting FNB to assist you telephonically without verifying you) Apparently security questions and speaking to an empathetic human that can solve problems is a thing of the past. I sat at the branch for 2 hours on a Saturday calling the call centers from FNB's own branch and I showed the branch manager, Charnelle Els, what I was dealing with. The phone was put down on me 7 times, children in the background screaming, Xhosa in the background, but nobody attending to my call to report *****, blacklist my phone and close my credit card. I called to follow up on the ***** case, nobody can fid the case logged via my ID number or the case number itself. Infuriating. Imagine wasting all your airtime to call FNB which does not communicate or solve your problems. Speaking of sim cards, they also failed to mention that I had to do a sim swap with my FNB connect sim in order to port my number to a new network as the number you are porting needs to be active. Could have lost my number and access to all my other accounts. FNB gives the worst service and does not care about their clients at all. I called t get a settlement amount to pay the credit card and close it, they refused to assist me without me providing them an OTP (from my ****** cellphone), yet were quick to give random strangers access to my bank account even when I have FaceID and an iPhone. Explain that. Such an inconvenience for a bank that advertises themselves as digital. FNB is only digital for **********.