Horrible way to treat a customer

I don't even know how to express my full dissatisfaction with FNB , I keep getting ****med but my biggest issue i show do i keep getting ****med on a account that is on hold my debit orders can go through but someone can spend over R2000 of my money on a account that on hold.

What i need from FNB is my refund amount for all of the below cases and an answer as to why this happened and how can it actually even happenen ? CAS-***5-D3F0D3 and Case#***