No Help on ********** Activities - Unacceptable

I received notifications of money being deducted from my account by a website I don't know about. I call FNB to clarify and block the account. FNB saw that the money was being deducted but offered no help to me, they said I must wait 7 days while the investigation is being run. I cannot wait 7 days as more money will be deducted by then. The lady I spoke to (Aurelia) transfered me to her team leader who was also giving me no help. I was then sent a form to fill in. They advised me not to cancel the account but at the same time let this website keep taking the money. What happened to the "how can we help you" story? , this is a bank and they deal with ***** cases regularly but can't assist me. I've lost trust in this bank.