Pathetic Service from FNB ***** Department

I have had a transaction go off my card on the 8 Oct 2019. The transaction was still on pending status. I immediately phoned FNB ***** department and was told by the consultant that the transaction cannot be reversed since it has already been authorized by the merchant. A ***** case was opened 2***. Since then I kept calling trying to find out where they are with the investigation.

I even called back and asked the consultant if I need to fill in a ***** forn which I red online. She said no, someone for the ***** department will contact me if they need anything from me. The money went of my account on the 12 Oct 2019. To date I have made around 22 calls to FNB ***** department, held on to about 30 to 45 minutes each call. No one has answered any calls. I then chatted to FNB online secure chat. They tell me they cant help and I must phone these numbers. NO ONE ANSWERS, why dont they understand that.

I am a premium client and I get this ****ty service. If my funds are not safe with FNB and FNB cant resolve ********** transactions promptly. WHY should I pay such high fees monthly??? Once this case is resolved, I will be looking at other banks. I cant deal with this kind of service.