Poor service received from Fnb ***** staff

There was a ***** incident (R550) with a debit card after my wife bought something from Facebook. She stopped the transaction. But the card was not stopped by the bank in spite of several requests, even by a Fnb official phoning the Fnb ***** line. Three weeks later another incident occurred (R5000). My wife reported it an was told that it would be resoved within 7 days. When she queried after 7 days, she was informed that need to wait 30 days. THIS IS UNACCEPTABLE. She is a pensioner and have nothing in her account as a result of the above incidents.