Refund on money that was stollen after I have blocked my account

I reponed my Fnb account in October. This year with the full confidence in a bank I also at one stage worked for. They normally strive to give exceptional customer service. In my case I called on the 18 and 19th and on the 21st of October to block all activities on my account because I lost my card and pin so I called tge ***** department to block my account 3 times just to ensure that no one could use my account so on the 23 the of October I managed to visit the branch in the glen for the 1st time since I blocked my card the lady who assisted me with a new card informed me of transactions that took place on my account with out my knowledg. So I lodged a complain with the ***** department that day at the branch. However the turn around time was given that it takes 7to 14 days to complete a investigation so I waited. On the 20th of November 2020 I visited the branch in bank city however the investigator could not get a gold off me because of my phone number I have changed but also tried to contact him on serval occasions but with no luck. So at the branch I managed to change my number and then Vusi Jerry Masuko called and also gave me his private line. He completed his investigation and found that the call centre staff never informed me correctly to how the process off blocking one account and failed to in form me that my cell phone banking neefe to be blocked too so money was deposited in my account and also withdrew by cell phone banking and I was not aware nor did I use the phone inqustion. So he recommendations was for the call centre in question to refund me but I am still waiting with no luck nor joy from fnb. I am very disappointed in how long I am waiting to be refunded and also they don't get back to a person. They just disappear and never to be heart off so. Very bad experience with them. There moto is his can we help you but they don't help.