unknown payments going off my fnb account and no refund from fnb even after investigation

around 1600 ****** out of my account via card payment after i call them the same time the notifications came through. i was told im not getting my money back. even after investigation still same result no money no explanation, and my card still blocked. this is now the second time and i have to get a new card again. Can we talk about fnb that does not pay back the money ****** out of our accounts even though they are supposed to be looking after it. the same day i called them when i received the notifications i was told it could not be reversed and there was nothing they could do but stop my card.