Why is this matter taking soooo long?

I had a situation at the atm at FNB Civic Centre Bellville on 31/12 at just after 18h00. My card and first R3000 and then another R2000 was drawn without me having the card or receiving the money. I reported the matter over the phone whilst still standing at the atm were it happened. Got a reference number and was told I can expect feedback in 5 working days. I went on secure chat on my phone to find out were the matter stands and was told that it was only 3 working days since I reported the matter. I then secure chat again and was put through to the ***** department which told me they still busy with the case. Cannot believe that it takes so long and when I did a secure chat again I think 2 days later I was told to call a different number the next day since they are only working 8h00-17h00, Next morning I went on secure chat again and asked them to ask the people to call me back since I did not have airtime. I then was told after almost 2 weeks that I need to complete a claim form so they can consider giving me my money back. I must admit I think this is bad service from FNB side since when I reported the matter the 31st I asked more than once if I need to do anything further and was told unless I want to go into the branch to order my new card (card had to be cancelled because it disappeared in thin air with my money), I then opted for the card to delivered at my place of work. I received the claim form, completed that and sent it back to the address on the form, even got a confirmation of receipt from them. Today out of the blue another department sent me a sms saying that my claim letter is outstanding. I did sent the same claim form to he address they provided and even sent a e mail to both departments wanting to know if they needed anything else from me. This is now 2 weeks ago that it happened and I truly feel FNB does not care about the fact the I lost R5000, I am 64 years old and work 12 hours per day to put money in the bank. Not once since the 31st did FNB even made the effort to have even a standard follow up saying we still busy with the case. I need this to be sorted out ASAP, They can look at the cameras and that will show them that I did not get money or even my brand new card back. To think I only went to the bank to confirm my changed pin after changing it on online banking and this is what happened, The only thing I got from FNB was the reference number ***