No response from FNB

Just a note to let you know that I have been let down by FNB ***** department Sometime in February I had an amount of R350 taken off my account and when I contacted FNB they told me that because my card is a chip and also pin card there is no ways someone can clone my card. I have taken that issue with the banking watchdog. Again on the 12th of June again my card was swiped at the same merchant without my knowledge and I again set a query with FNB and I was told my card cant be cloned because it is a chip and pin number card. My banker in the branch tried to investigate where the merchant is from and she told me it is Jam Clothing merchant. I told my banker I have never shopped in that store. She advised me to go and open up a case with the police. My question is, surely FNB is the custodian of my funds and they should ask their ***** department to investigate this matter for me since I am their client but plea has fallen into deaf ears especially with their ***** department. I am not sure how much does fnb want me to lose money before they can catch a wake up. someone is busy going into my accounting and I am not being protected by fnb. FNB is not taking accountability