****** card investigation not satisfactory

On 28th of April I had my card ******, whoever took it knew my pin.I didn't notice because my phone was off didn't see the notifications nor needy card. Later the day when I noticed I reported my card ****** and had it blocked.I was told a full investigation will be done then refunded but wasn't the case.my outcome of the claim was refused because the pin,chip and the card was used.when I call am kept being told they sent an email or they are sending me another its been over 10days still no email.I need the email to escalate my problem because alot money was used from my account and I really need it.I am not happy with the treatment I'm getting from FNB as I am a loyal customer. I need my issue address ASAP