Pathetic Customer service from FNB

I have reported a *****ulent activity, first the ***** line , when you call that number it takes 20 to 30mins to get through, I have received a request and I in error accepted and the same time on my account it showed pending so I contacted ***** department to state hold on the payment and do not release, I have blocked my card and was chatting to a banker at the time as I was ****med for quiet a bit of money, here thinking that FNB is for the customers, it sad that the service was disgusting as I was told firstly it will go under investigation that FNB will do, FNB does not contact or follow up, it is the customer that needs to call , when I spoke to agent to advised what had transpired a week after my complaint she has advised she will send a email and some will contact me , I felt when speaking to the agent it was as though it was a joke , I did notget an email and some will conat me did not happen, and was told that I need to follow up after 2 weeks prior the 2 week complaint , eventually I had to call the ***** waited for 30 to 40mins put the phone down and then had to chat to an agent who now sends me the copy of the investigation and said I have 21 days to query, I then sent numerous of emails and not response, no call from FNB then I lay a complaint on my App Stating my complaint has been received reference number *** and acknowledged and then another message with the same reference *** stating it has been assigned and Till date no agent has called...is this the service we received from a reputable bank, we are aware we are just small customers but where is the service and the assistance from our bank that we so dearly trust...I have been banking with FNB some time and now we all know *****ent activity are happening what is the bank doing to make us feel safe and secure as they are the ones can see these activities all the time, and the service is really pathetic from a *****ulent point of view , with no customer service