Process for reporting *****

***** took place on my credit card (Facebk*). I immediately reported it as ***** on my credit card account on the FNB app. The app made me select the applicable transaction, then went ahead and cancelled the credit card and even automatically ordered a new card. As this was ***** I was nervous so I went on Secure Chat and spoke with an advisor and asked if there was anything else that I had to do. They said no, case is created and it will take 7-14 working days to resolve. A week later I phone into the FNB ***** department to follow up on progress/status only to hear that no case was created??? So doing it on the app counts for nothing, I had to call in and report it. Why does the app not say that? Why does the Secure Chat consultant not say that? Why does both the app and Secure Chat let me to believe that I've done everything I should when in fact it was not the case? And to prove that I did report it on the app, all the transaction that happened on the day that my card got ****med, were removed from my account the next day - lettting me believe they probably put a hold on everything so that they could investigate. 3 days later and the transactions are all back on my account, and not Pending anymore. So confusing!