No Joy from FMB ***** case of R25000, card ****** and used with in 1.5 minutes

I was trying to draw cash from an ATM at the BP garage in Grayston on the 22 Dec 23 where I was tapping the card at the ATM. A male took my card from my hand and said the card needs to be inserted. I thought he did so but actually deceive me and took my card. I entered my pin, and got an error message, and the ATM never returned my card. I Then logged on my cell phone banking and say that R25000 was processed but pending. I immediately put a hold on my card and phoned the FNB ***** line. . I was told that they could do nothing despite the transaction was pending and I needed to wait for 14 days. I was very concerned and phoned later where I was told that the transaction needed to go through and I needed to wait 14 days, and they would escalate the case for me. I phoned before the 14 days again and was told that I needed to wait.

After patiently waiting for the 14 days to go, I used the chat line and was told that the case had not been investigated and they will contact me with in 48 to 72 hours. This has also gone with no reply to my query.

I feel very let down with no assistance or follow up given to me. I feel violated by the person who committed ***** and by FNB who has shown no concern for their customer.

What else am I supposed to do. I thought I could rely on the bank to assist me but feel betrayed by FNB ***** department. I am resorting to Hello Peter to elevate my concern and to get my money back for me. What is the use of reporting to the ***** line with in 2 minutes and no action is taken?