Unbiased and unprofessional FNB ***** investigators

I reported a case to the ***** department last week, only received an sms on Saturday confirming who my case has been assigned to but without any contact details. Aphiwe only contacted me on Tuesday the 3rd because she's been receiving calls from the perpetrator claiming that it's not a ***** case. Aphiwe then decides that based on what she's been told this is a civil case and we must sort it out ourselves. Is that how investigations go in FNB, so the perpetrator was listened to and me the person who opened the case. Long story short, she closed the case and unfroze the perpetrators account, I found out as I was calling the call center to follow up. I sent her an email on the same Tuesday to say that I'll make time to go get an affidavit and proof of payment by Thursday, but clearly her unbiased self decided to take short cuts and close my case. I'm am dissatisfied at the service received. So much for being a private client! Oh she didn't even acknowledge my emails for that matter. Or let me that she's decided to close my case.