Poor Customer Service from FNB

We live in a small complex and in May 2023 a payment, for maintenance work, was hacked and we lost a significant amount of money. FNB Commercial ***** & Disputes Department responded on 9 June 2023 and advised us that the payment to a Nedbank Account was fully utilised in the implicated account. We were advised that we should pursue the matter ********ly with the South African Police Service (SAPS). There has been no feedback from SAPS since we reported it in May 2023 although we attempted to get an update on several occasions. On Tuesday 19 September I contacted FNB Commercial ***** & Commercial Disputes Department to meet with someone personally because we were not getting anywhere with SAPS. I spoke to a person named Rolani who said she cannot assist me unless I provide our Bank Account Number that was used. I called again on Thursday 21 September and spoke again to Rolani who tranferred me to Rundlu who advised me that I would have to speak to Lunga because Thandokazi Mqalu (Wrote Response Letter) is on leave. After waiting for 15 minutes, the call was cut and I called again. This time I spoke to Lucky and asked to speak to a manager because at this point I was growing somewhat flustered. I was informed that there was no manager, but that she would transfer me to a Team Leader. I was put on hold and after about 2 minutes, Lucky asked me for our Bank Account Number, after which I was put on hold again. After waiting for approximately 15 minutes, I cut the call and phoned again. This time I spoke to Zanela who informed me that a Team Leader will call me back. Intando (Team Leader) called me back at 13h17 and informed me that Lunga will call me back later. It is now 11h12 and I have still not heard from Lunga, or anyone from FNB. ATROCIOUS service is the only way I can describe this experience.