***** Division giving me different feedback, empty promises .

Hi, I was a victim of an ATM ***** on the 15th October and that resulting in me loosing an amount of R3000 and my card got swallowed by the machine . The money was withdrawn as i was calling the FNB call centre . They manage to block the card and i went to an FNB branch later that day to get a new card. I was then given a cheque card ***** claim form to complete and i completed it. On the 31st i decided to do a follow up since FNB had been quiet and was told that by Friday i should get feedback by the ***** division, still no one contacted me and i had to call FNB and follow up, the agent told me by COB on Friday he should have feedback and call me and he never did. Today it's Monday 05/11/2018 I contacted the ***** division on ********** 444 and was speaking to a lady named Nokubonga and after verifying my details , she told me to stay on the line , and i held on for 17 minutes and the call was cut off.I then contacted FNB again and spoke to Godfrey who then told me a different story all together that the forms were received on the 30th of October and it takes 5-10 working days to be finalized. I should have feedback by today or tomorrow or latest 1 November. I find the service to be terrible as i have been getting different feedback from the FNB call centre. I am following up and would like my issue to be resolved. Its very frustrating to be holding forever when calling the call centre and getting different responses .