Shocking customer service and victim of *****

On the 8th of May, I had 3 transactions totaling R 8,626.23 go off my FNB Premier Fusion account. I was at the doctor and noticed that these notifications go off and the app notified me that it was "suspected ***** " and suggested I block the card immediately. The transactions were around R2900.00 each time and didn't need an OTP which I find strange, also I have been trying to ask how did happened because I didn't authorise it. FNB rep****, "We refer to the above-mentioned incident, which was recently reported to the Bank: • FNB thoroughly investigated your claim and found no involvement of any bank employee or failure of the Bank’s systems or processes. • The Bank has reviewed the case and considered all the facts, regrettably we have declined your request for a refund."

I don't have a smar****ch and the only contactless option is my phone, so how did this happen? The next part is even more shocking, I rep**** and sent the email to the customer complaint. This is the response I got 8 days ago, "Dear Valued Customer FNB General Complaint reference *** has been sent to Personal and Private Service Recovery (PPSR). ***.

We will endeavor to resolve your complaint within five (5) Business days. A Service Advisor will contact you within 24-48 Business hours to discuss your complaint."

I am still waiting for someone to call me. I don't think their ***** department works, I spend on average 45 minutes per call moving between ***** and customer care looking for answers and that's why I am more shocked. I have 4 accounts with FNB, currently it feels like I am dealing with Home Affairs. I am so disappointed that's almost a month and the investigation is ongoing.