Unsatisfied by FNB ***** Transaction lack of Follow-up and updates

I msu admit I am very frustrated with the lack of follow-up and update, following my report re unauthorized and ********** transaction incidence with my FNB account. When I reported this incidence, I've received a great support from FNB *****-Line Customer Support, however, and it's been more than Seven-working days now, no one called from FNB and the amount reserved still not refunded? I had proper experience with similar issued but FNB at that time had responded very quickly and promptly, unlike this time. Prof Irhuma