Money ****** from debit account unresolved

Don't ever Bank with Fnb. Worst customer service ever and a bunch of liying *******. Money was debited from My debit account from Hong Kong and I immediately contacted the bank. The agent confirmed that it was a virtual card transaction and said he will transfer me without even asking to block card. Thet kept me on hold for more than 30min while my account was cleaned out which is completely reckless from there side. They undertook to contact me between 7 days and failed. The call was escalated and they advised that they will call me in 48 hours which they failed again. Its almost a month and they have failed to contact me. I have come to know of other family members banking with other banks that have been through the exact same experience as myself however it took just a few days to resolve. Fnb may be innovative as they claim but I assure you they have pathetic customer service. Please consider other banks like nedbank and standard bank