Rude and unhelpful

I received very bad service from FNB ***** Department. I was a victim of online ***** and lost money because of that. When I contacted FNB, they sent me from pillar to post, finally I received a consultant who assisted me and told me an investigator would email me with the next step. I waited almost a week for the investigator Ms. Pretty Madisha to email me a ref number and she was asking nonchalant as they come. She never gave me feedback and I had to email all the time to know what was happening and she took her time to respond. I had to cc her supervisor Ms Malgas for her to call me and tell me what was happening. By that time I had lost almost 90% of the money that was transferred. Even then I had to ask for feedback. She then sent me an indemnity form to recover what was left, I signed and emailed it back to her, even today I am still waiting for her to acknowledge receipt and deposit the money back to me. It's almost three months now. I sent both she and her team leader and email but nothing. Somehow I just think they have certain clients that they help fast and the rest of us they don't care about. Maybe they look at the type of account and decide you're not worthy of their excellent service, I don't know but I was and am still very disappointed