***** at FNB

I've been with FNB my whole adult life. My cheque account, savings account, credit card, 52 day account, loan account and my child's account are all with them. Sadly, i was recently de*****ed of R20 500.00 from my FNB cheque account in December 2022 and unfortunately, not much attention was given to my case by FNB. I was told to give them 7-10 working days for them to investigate. Those days came and went, no feedback from them. I was always on the phone calling them, trying to find out about my case and money, holding for long periods, my minutes run out several times. The secure chat text service on the FNB app is of no use either half the time. I would be told several times that I'm number so and so in the queue and i'd wait and wait for my turn but there'd be no further communication. Eventually, after a few days, i went to an FNB branch and phoned from there and I spoke to a consultant and she said the matter would be escalated and resolved within 3 business days and i will receive an email/sms. 3 business days came and went, no communication from FNB. Again, I contacted them after a few days, they then sent me a letter stating that there was no error on their bank system and a linked device was used to make the ********** purchases. What i fail to understand is that each time i make a purchase, i get an OTP via sms which i would then enter on the website im making the purchase from or, i'd get a notification on my fnb app to confirm the purchase i'm about to make. I did not get an OTP or an FNB app notification for these ********** transactions that took place on my account and yet they say their system is flawless. I believe these ********** are within FNB and they are the same people said to be doing these ***** investigations, no wonder they are dismissed and not taken seriously. Now i live in fear because clearly, my money is not safe at FNB. Each time i get an sms, my heart skips a beat, i worry this can happen again. Clearly i need to rethink my relationship with FNB.