No Feedback on unauthorized activity on cheque account

I firstly want to highlight that I have been a customer for over 20 years. I have been calling the ***** call centre and have wasted nearly an hour of my airtime as they do not answer their calls.

I received a notification on 16 May that a transaction on my cheque account of the amount of R904.38, have taken place. I IMMEDIATELY called the ***** call centre to report this. At that point the transaction was still pending. I was told that it was an international POS transaction and that my card was most likely cloned as I still had my card in my possession. My card was cancelled (REF NUMBER ********** 15120).

On 27 May I called again as at this point I have not yet received any feedback and the transaction was no longer pending, but completed. The operator told me that it was actually an online transaction and the amount will be reversed and that I will receive feedback the very same day. (REF ********** 9484)

It is now 6 June and I have not received any feedback. I called again, but the unfriendly operator put me through to a number where there were no answer. The number is ********** 444 (option 2).

FNB is very keen to call and send emails for me to upgrade, but Customer Service is clearly not a priority.

I was prudent and called immediately to inform FNB about an unauthorized activity. When will I receive feedback as promised and when will the amount be reversed?