Unauthorised transaction with incorrect CCV Virtual card number

We did an online transaction on the 13/10/2025 using our Virtual card. Supposedly meant to be extra safe because of the changing CCV numbers. When it came to do the payment via paygate the system threw out an error message that our card CCV number was incorrect. I retyped the CCV number and entered and the same error message reflected. Then 2 debits went of our account and the 2nd transaction had insufficient funds but still debited me. My account had no money and if I transferred money, it would have all went for the big debit amount that FNB allowed me to have. We were even charged an unpaid fee. How does this happen? We logged a ***** case with FNB, to investigate what happened and why were the transactions allowed to go off our account. They said it would take 7-30 workings days to be resolved. There was a hold on our account as well. Till this day FNB ***** Division has not come back to us. We don't even know what happened, how it happened and why it happened. We went through a very stressful time and FNB had no sympathy with at least giving us a call and putting us at ease. The money was put back in our account. But show a little empathy, acknowledgement, respect and accountability to your clients buy just letting them know what happened. To me this is absolutely poor service from a reputable bank which we have been with for years.