You about to lose another FNB client. I'm disappointed.

On the 26th of February 2020, there was a ********** transaction that took place in my FNB account because of a false online adverti*****t. Immediately I then called the FNB call center. The consultant that I was speaking to sent me a form to fill so that I can log a dispute, I had provided all the required documents for them to do their investigation and process my query. However, after 2 days the then sent me an email stating that they suspect that it was an online **** therefore the case will be handed over to the ***** department. I then went to the Branch and I didn't even get the assistance, instead, they called the head office to make a follow up on my case. The consultant from the head office put me on hold for over 30 mins she then dropped the call. How does FNB process online transactions without requesting an OPT number from the account holder before they process anything that has to do with people's monies?