***** line cannot help with a ***** case

I have called the FNB ***** line to report ********** activity on my bank account. after explaining everything and providing the consultant Andile with all the information I have, I was told that I need to address my complaint in writing as she can only process a ***** case if my money was taken. For me cancelling my cards and protecting my hard earned money, I get told that the ***** line cannot help in reporting *****. I am beyond upset. FNB's motto is how can we help you, us as clients, take the time to call you and inform you that ********** are using FNB's name - having to access your client base, and then I get told I cannot be helped, no case can be opened? how is this helpful? How is FNB helping me? Instead of trying to help me, I get told, this is what I have to do. There was never a sense of what I can do for you. I was rather told that FNB would never ask for certain information - not thank you so much for bringing this to our attention, this is what we going to do for you.

Pathetic service, do not ever request a call back from a FNB consultant. Rather call them and wait forever. Hopefully someone reading this will not be a victim of *****.

Just to be very clear and fair - Andile was only doing what she has been told. I don't hold her responsible for the pathetic process FNB has.