PREMIER CUSTOMER - Pathetic Service Received - not yet resolved

I AM A PREMIER CUSTOMER!!! There has been purchases made on my account which was not made by myself, these are online purchases done against Faderplay.com. what I dont understand is when I make an online purchase I get sent a one time pin but with these online purchases made by someone else against my account, i do not get any one time pin codes, which is quite disturbing. the first time this happened was on the 28/12/2018 for an amount of R15.05, i thought nothing of it and said i would sort this out as soon as i get back to work. upon my return to work another purchase goes off against my account for Faderplay.com for an amount of R290.18 on the 02/01/2019. I contacted FNB and was told to complete/emailed a "outstanding authorisation reversal request" form however, none of the boxes to be ticked applies to my query. I decided to go into bank (branch) 02/02/2019 and stood for about an hour in the queue as the assistance advised they would need to dial me through for assistance as the tellers etc, could not tend to this query. I decided to leave and ask for the number myself, I contacted the 087 575 .... number and was told that my card would need to be cancelled as someone has my card details to make this purchase and that a new card would be delivered to me within 5-7 business days, I still did not understand as no "one time pin" is being sent for these online purchases, on the Monday 04/02/2019 another transaction goes off my account for Faderplay.com AGAIN for the amount of R268.26, I was advised to complete a dispute form and that this case would be investigated. Upon the receipt of the dispute form, the boxes to tick is not applicable to my query.... There are purchases going off my account which I DID NOT MAKE and the forms being sent to me is for purchases made to be reversed, already paid etc. Today after 9 days has lapsed and no notification that my bank card is en route to me, I decide to call FNB again, to find out, there is no submission made for a new card request... Seriously FNB?? I am PREMIER CUSTOMER and this is the service i get?? if this is query is not resolved or fixed ASAP, i am defn switching banks!!! this is pathetic.... I am not making these purchases, I am not getting any one time pins to my cell number for these online purchases like other times, my card has been cancelled and not replaced after I asked the consultant via telecom if she can do a card replacement and was told it will be delivered and after 9 days find out there is no request on the system for a replacement card.... please help me understand this!!!!!!!!!! another issue I have, I took out a smart spend loan in November, paid it off in full in December and i still get sms' advising that installments will be deducted, the loan still reflects on my account which I have already settled... whats happening here?