Unacceptable service from FNB

On 17th November, I opened a ***** case due to funds being transfered from my cheque account and credit after my phone was ******. However since the inception of the case being opened I have not received any call back from Fnb with regards to any progress or any follow up from the agent. I have now received an sms from Fnb to pay for the credit card of which all transactions were **********. I have also paid penalties due to no funds being available in my cheque account.

If this is not poor service then I like to know what is taking them so long. A lot of my money has been taken from both cheque and credit accounts. I've been back and forth to the police station and to the Fnb branch attending to everything they requested from me, I've done my part so now what is holding them back? Being a fnb client for many years I now see that the ***** and claims department are not up to standard that Fnb claims to be.