Horrible experience with FNB

I was de*****ed on my account so I reported it to FNB and they refuse to assist me even though it was not my fault, they asked me to supply information or a reason as to why they assist me as money was taken out of my account without my permission so FNB said that I got 20 days to report my argument so I did it within 5 days of receiving there feedback not to assist. I emailed them and called many times over, 2weeks and they say someone will call me but not once have I got a call from FNB or a email for any assistance. They sat 'how can we help you' but I was not assisted once. Fnb is not who they say they are they ignore clients. I lost all confidence in fnb as my bank because I cannot rely on them to help me as their client