They let ***** happen when i was on call

I called FNB today when I noticed there was *****ulent activities with the App on a phone that was ******. A loan of R10 000 was taken from my account. pleaded with the agent to stop the account from transacting. The agent has already noticed that there was an ewallet transaction done on my account. instead of freezing the account they asked a lot of questions. I pleaded with her to please freeze the account. I was transferred from pillar to post, asked a thousand questions while someone was busy committing ***** on my account. I could not access my app and they kept asking me to verify when I could not access the app. The person doing the transactions finished off the loan and transferred to EWallet and other accounts. I will now be stuck with a loan I have tried to prevent.

I am really baffled by the bank on how they reacted to my cry of help.