Under estimating and appaling services

Good day FNB has not resolved the reversal of funds that were sent to wrong account since the 5th of March I escalated issue to Hellopetet ,they I was called as if something would be resolved up to today no feed back at all is this how FBB treats clients more over my card was cloned R5000 taken from account case was just closed but I am aware FNB has insurance for such issues as a footage was refused to be showed to me and proof is available that money was taken from ABSA ATM while I was standing at FNB atm