No Urgency on Card ***** report-Horrible service

I reported a ***** case on our Fnb fleet card were a ***** transaction of R8000 was done on our company fuel card. Firstly a spoke to a consultant who was clueless of how to deal with ***** report. That even made me more nervous and she had to refer me to a colleague. The Colleague tried to call ***** department but there was no answer at all. He had to ask me to write an email to report ***** happening on a fuel card.....how is that so? i wrote an email and I'm responded by Refilwe from ***** department at 10h30 to say a ***** analyst will contact us. Its 18h00 and no one has contacted us. I emailed around 15h00 to ask why no-one is not calling us but there is no reaction at all. How can custodian of our resources be reluctant in this manner on a report for *****. We already feel unsecure at this bank. I must say the service we received so far is horrible. In fact we cant call it a service at all. There is no service received.