NB Personal and Private Service Recovery (PPSR) POOR Comunication

FNB Personal and Private Service Recovery (PPSR) does not read e mail messages.I lodged a fruad claim due to 2 usa companies deducted money from my card on a *****ulent transaction.I called the ***** line and cancelled my card.the monies was still pending on my account and i asked them to stop the payment.I also sent an e mail to customer care.I recieved an e mail back from (PPSR) a week later by now the money was paid to the comapnies.I explained everything on the email each time I get a reply back asking the same questions. This is due to each time the reply goes to another rep and they dont read all the messages that was sent to the previuos rep so dont know what is going on.I lost close to R600 and due to the ***** asn (PPSR) departments not doing their work Now struggling to get the money back and probably wil never get in back