Funds ****** from account and FNB has done nothing after 3 months

On 23 December 2023, an unauthorized purchase was made on the Google Play store using my debit card details. I still have the card in my possession and never gave it to anyone to use. I immediately reported the transaction. Days later I was requested via email to submit documents which I did. On 6, 13 and 27 February 2024, I enquired about the dispute Ref ***. On 5 March I tried the last time with promises of escalation. Until today, I have not received an answer about this dispute, even though I was promised by the consultant within 48 hours. R1399 was ****** from my account and FNB cannot even tell me what they will do about it. I will next reach out to the ombudsman of banking services.