Refund Rejected from ***** Department

To whom it may concern I have logged a case with the ***** department on the 26 of Mei 2024.There were 4 transaction that went off of my account one on the 25th and three on the 26th of Mei 2024 a few minutes apart Each R4999.99. When I reported this they were still in a pending state. They advised me that I do not need to go to the police station. In saying that I was in the hospital (Netcare Greenacres Hospital) while this had happened. They have give their report where the refund has been refunded. I have called multiple time regarding this and been sent to various departments and give a lot of numbers regarding this. But was unable to come right any where as it seems like no one knows what department does what or what their duties are. I have even reported this on "Hello Peter: a reference number was given and I have received no feed back as per the 24 to 48hr business hours call back. The service is just extremely poor overall and it seems like FNB just does not care about their clients at all. No when I spoke to the ***** department the said the transaction where done via a pay wallet app service, this was a Samsung wallet/pay app. the reported card was the card that was now cancelled which was a fiscal card I got from the bank a week prior from this happening (card number ending with ***x3966). I then asked them how this is possible as I do not have that card registered on my Samsung pay app? I then asked as well what are the requirement for registering your card on Samsung pay. They advised that one would receive an OTP or you would need to approve this on the FNB banking app. Now looking at the date on my phone where I would have received an OTP there are no SMS's of that on my phone. Secondly I would not have approved this on my phone. I then asked if I can have the MAC address or IP address of where this was done from, unfortunately the ***** department does not have this information nor do their metrics allow them when they do their investigation to check for this, which to me is pretty stupid, to me how can you make a determination with out that type of valuable information, especially when it comes to a ***** case? So i did not receive this OTP nor did I do any approval on the app to register a card or approve these transactions. So how was this done? Seems like FNB has no answers to this.. How is it possible that on take@lot when you make a purchase you need to approve this which is two way authentication and biometrics but some knob can make payments with my details or how ever it was done? Also how did they know what my limit was? Can the ***** department really not do thorough investigations? Is FNB really not so secure as one would think and are their client service really so poor?

Kind Regards Francois