***** Case Not resolved after almost 30 days

On 29 June 2018, I reported ***** that was done onto my account, where a sum of R1200 was withdrawn from my account. I was told by the ***** consultant to go a branch the next day to fill in a form of the events about the ***** on which I did on 30 June at the branch in Clear Water mall. My understanding was that the form will be sent to the ***** team to investigate , on the 09th of July I called FNB to check on the progress but I was told it takes 10 working days and then I called again on the 16 of July where I was on hold for almost 20 minutes my phone was finally answered and I was on the line with the consultants for an hour at some point a form was sent to me, but it was not clear what I must do with it and later she had disappeared and was put back on to the main line and when I went through I was told she had left for the day something like that. Today, 24 July I called FNB ***** again and spoke to some guy who told me I need to re report the case as he has a nothing on his side and that the consultant had told me last week to do this already, this would have made sure that my case will be resolved sooner instead of wasting time and arguing with him and if I do so he will escalate my case with management and can be resolved sooner. My question is: 1. Why must I waste time and airtime to call and report a case that I had reported already? 2. What happened to the original case, that I had reported 3. What happened to the form that I had filled already 4. Why is taking so long for my case to be resolved, yet I pay fees

When I asked the consultant he said he does not know why these have not opened and he does not have an explanation for me, I must just log a new case and he can escalate.

What type of service is this, FNB I want this sorted out very soon.