Poor communication and service

My FNB virtual card was used for purchases of about R34000 without my consent. I then reported the incident to FNB. From their end they performed an investigation and later on informed me that the transactions happened because my data was compromised therefore they cannot recover the money. As part of their relationship management processes they offered me a goodwill of R10400 to ease dome of the burdens that maybe caused by this incident. Secondly they allocated me a private banker as some of the conditions for the goodwill was to upgrade my account to private banking.

The incident happened in 22 April and I reported it immediately. Since then my account was flagged and frozen for any outgoing transactions. When they completed the investigation this was not uplifted and up until now I have not been able to perform any transactions on this account. My debit orders are being reversed and I am incurring penalties.

Mind you the promised goodwill offer was not even paid in my account. I have been trying to get hold of that private banker for the past three days via emails and telephonic phones with no luck. I am not receiving any form of feedback and I am not sure what is going on. Now my FNB credit card is on arrears and there's funds in that frozen account which I want to use for payment but I cannot access those funds. How am I expected to transact for over 40 days without unlocking my account? How does this so called private banker go awol without any sort of communication? Now I will be charged transaction fees and interest fees for a dormant account?