NO HELP ON FNB *****

Towards the end of August 2020. I reported ***** that was happening in my bank account which deducted money 3 times as a form of purchase. ? The ***** department said they will get back to me within 7 to 10 days. Till today I never got any response. I called they said the case is with the credit check department. Now its been 2 momths and no one picks the phone on the credit department. so now im left wondering if are they part of this ***** or not?