Terrible customer service

My card was ****** in January and the person who stole it managed to somehow use my card and I went to FNB Randburg to report the ***** but the lady who was assisting me apparently gave me the the wrong form to fill and I’ve been waiting for over a week for feedback, sending emails and calling with no response. I went back today and I was told that I have to restart the process! This is totally unacceptable! The money debited from my account was over R1 000 and it’s so annoying that I have to go back and forth to get assistance.