Frustrated and left in the dark after massive virtual credit card *****

I am incredibly frustrated and disappointed by FNB's credit card ***** department. I almost exclusively use my FNB Virtual cards for online and tap to pay purchases for the purported security advantages it provides, yet at the beginning of July I got a notification in my FNB app that a massive payment has been done using my virtual card, effectively clearing my total available account balance. I immediately contacted the ***** department to notify them about the *****. Flabbergasted (firstly by the fact that the virtual card's CVV changes randomly every few minutes/hours and it was used without any failed attempts) I was also informed that the payment was made to an account/business in Uruguay - obviously not me. Weeks go by where I enquire regularly about the status of my case, until I am informed it has been escalated. Another week or two (without any feedback whatsoever other than the info I get from calling the ***** department myself) later I enquire again and it gets escalated again and later again. Yesterday I called again informing them that more than 30 business days (their claimed maximum case turnaround time) have gone by since my case was opened, and I was told it would be escalated again and guaranteed feedback by the end of the day. Still no feedback came. I am fed up and I demand this gets resolved