Lost money at FNB

***. I wrote to Hello Peter about my lost money at FNB. FNB responded by saying that they will deal privately with me. I then received an email from Primrose Mahlaba from FNB Service Recovery saying I must contact their Estate Late Department on ***. I have tried this number many times but there is no answer. I've topped up my airtime many times and persevered to no success. They are not even making a follow up as to whether I am winning or not. They want to blame it on me that I did not follow up. I do not understand why must I be the one suffering yet the fault is from their ********** staff. Please assist. Thank you.