Not keeping proomise to solve problem

I'm still waiting for FNB ***** service or whatever section to contact me abt the money taken in my credit card on line transactions without me approving it cos I was not aware of anything. They promised to call me in 24 to 48hrs but till today nothing. I need my money because that proves that their systems are weak and they are quite aware of these *****s because I've seen a lot of complaints abt them. You can hardly get them but they say they are the best. I've been banking with them from 1988. This is a shame to me.