Really bad service

I had a dispute with FNB Bank with money taken from my account ********ly. However this dispute was moved to Ombudsman. I did explain to FNB and Ombudsman that money was taken out from my bank card which did not make sense as the bank card was in my possession at the time. FNB and Ombudsman came back with a reply saying that they cannot help me. I am really disappointed with both parties. So the saying on the billboards that read 'We at FNB always got you back' is actually false advertising because they do not have you back.