Unauthorized transactions

My account was hacked on the 21st of October, two transactions which were not even authorized went through my account, it has been under investigations like forever and am being informed the the investigation is over that the email with a detailed report that I will not be refunded was send to me, I did not receive such, even today I asked for that report and nothing still, FNB ***** frau *****. How do we trust a bank that does not care about its customers