Shocking service from FNB

I lost my card on the 19th of April and blocked it immediately after realising that I didn't have it on me.i then cancelled it permanently on my FNB banking app but to my horror and surprise i got notification of multiple payments going off my account to which I immediately called FNB to alert them the lady i spoke to assured me that the card was indeed cancelled but she will forward my query to the ***** department and gave me a reference number 2024#*** I also logged a query on the FNB banking app and visited their Balfour Park mall branch to get assistance but there told me i can only get assistance by calling the ***** department on a number that never gets answered i was on hold at the branch for up to 3 hours and no one answered the phone I have called that number several times and it never gets answered.there has been more transactions going off my account using that same card as yesterday it was used to pay for toll gates i again called FNB through their app in the morning and the lady i spoke to was not helpful at all as she couldn't even open a case of the new transactions she even told me that the card will continue working at toll gates despite it being cancelled however she wil ask some department to. try and stop it she even refused to open a case but instead offered to transfer me to the ***** department which never answers the phone and as per usual I stayed on hold till the phone got cut.i again went back to the banking app to get assistance and I was given the same response to call the ***** department and keep trying the number until it gets answered meanwhile i can't use my bank account as it's in arrears due to the unauthorized *****ulent transactions and I have to pay my rent as my landlord is getting inpatient with me?. this is such a shocking and terrible service from a bank like FNB and for all these years i have been with them.the lady i spoke to yesterday told me that it's too soon for me to make a follow up on the matter or expect a resolution to the matter my jaw dropped upon hearing that. How no one still can't explain to me how a card that was blocked and cancelled is still being used is just bizarre to say the least.can i please have this resolved as a matter of urgency and get my money's back.