Secure App agent failed

Really frustrating App security chat support. I logged in at 11am to clarify an unauthorized transaction which immediately reversed today at 05:50am today the 9th of March, the unauthorised transaction of was from my smart account using my bank card which is in my position (rarely used since I usually use virtual card). The transaction was under ref (Amazon prime pmts). I immediately blocked the card but 1min (05:51 after the amount was reversed? What is going on? I went to FNB app to check and report (Should I be concerned. I can't dispute since its reversed now. I never had any subscription with Amazon prime.). I've been placed on hold and transferred to different ***** helpline by different agents without success for almost an hour, during which app is logged out every now and then due to security protocols to start over. This can't be happening. I understand how busy fnb agent but handling a ***** query should be a priority esp when it comes to liability and account insurance.

I'm banking with FNB since 2009 and to be honest services the last 5 years were worrying, especially with recent virtual card payment duplication that happened to me 3 times in the past years with recent famous 4th of March.

Any thoughts