Terrible experience of recovering fund taken by FNB from my account, in addition to unpaid ***** claim

I was hijacked in October 2022 and the hijackers demanded my bank cards and pin (safe to say the ordeal was too ugly to give every detail). I opened a case with FNB regarding this matter and, as part of the insurance paid for the funds taken, a refund was approved in January 2023 if not prior. Instead of getting the refund, FNB deducted money from my credit card account and no refund has been made to me either of the amount that was taken from my account by the hijackers or the bank. While FNB initially declined to give answers as to why money was taken from the credit card by their agents, they ultimately admitted that the money has been put into a ***** account. Not least I was expected to repay this amount, with interest, while I wait for the refund. No amount of following up helped - which entails many hours of being transferred from one department to another on the phone, or emails that are fruitless at the end of the day.