Poor customer service at FNB

- on the 03/11/24 I was kidnapped and ****** - total of R53500 left my account - suspects did eft of R10000 to 5 different capitec accounts + they withdrew R3000 e wallet - I reported this fnb the same day it happened,the lady lacked people skills she failed to acknowledge the reason for the call, she failed to reassure me she is there to help, she did not display any empthy towards the situation I was in, they froze the accounts and my banking app,today is the 18th of November I have not received any feedback or expectations of the process - I went to the bank back on 05/11/24 to sort out my banking app as it's been blocked on my device, lady said she is send this over to the ***** team someone will be in touch, never receive the call, I went back to the bank on 09/11/24, was told it's been escalated to the tech team, still waiting for assistance now it's the 18th with no resolution

- can someone please sort this out, I need my banking app to be working - I shouldn't be chasing after you, I understand you run a business and you have policies and procedures in place - I need the person who is dealing with my case to provide me with an update - very fast I got an update i have an outstanding balance on my credit card, did you take into account the ***** that happened? - disappointed banker - please ensure your employees over the phone have proper upskill training for soft skills, they speak like they doing us a favor, if we don't call they won't have jobs, been employed in customer service in a bank you need to display a high level of care towards the customer especially when they calling in displaying dissatisfaction

I need an urgent update on the ***** that was done and next steps