Poor Service on ********** cases

I'm a client to this financial institution for more than 20 years and this is what I have to go through .I logged a ********** case on my account with FNB. Their ATM went off when my son inserted my card and pin. A transaction of R3000.00 draw cash and 5680.00 was transferred from my account to a ********** account . I asked if they can block that transaction and yet they allowed that money to go off from my account after the case was logged on their system. They told me I must wait 30 days for them to solve the case , my salary was ****** and I must wait on them. Debit orders rejected unpaid fees are building up due to this incident and yet they tell me to wait for 30 days how heartless can they be.