Terrible Customer Service

I had a unknown transaction on my account on Saturday and I used the secure chat. The lady that assisted me Learato failed to provide me with accurate details before I was told to report *****ulent transactions then I received a sms informing me that my card was cancelled. Then informed that the new card comes with a fee. I was furious at that point as it was the weekend and I have no card active to use. The lady then says I should use the virtual card. As if she is providing me with data. Some of her responses was non of humanity or compassion and her we speak about TCF. I requested for her supervisor to call me to report this and I was comforted by a **** commitment. Till today no one has contacted me. I went back to the chat to dispute the fees only to find out that no case was opened. I was promised by nontobeka that she has escalated a call request to her manager and I should be contacted by the end of today. Such unprofessional and unpleasant customer service. Yet FNB will never fail to collect a payment from your bank account. I'm hoping to get a reply from the organisation and a phone call from the manager