Absa *****

Good day After being a loyal customer of Absa bank for the past 10 years I have recently been a victim of online/cellphone banking *****. On the 1st of August at around 1 27am my online banking was hacked into.The ********** managed to get into my cellphone banking app and delinked my cellphone from my banking app and linked another device to my banking app.Within 15 minutes a new beneficiary was created and an amount of 10350 was transferred to another Absa account.Upon waking up I realized I was a victim of ***** and I called the ***** department to suspend all my online banking services.The agent told me that a case is opened - ********** and I will receive feedback within the next 5 to 7 days.I visited the Musgrave Durban branch to ensure my online services where suspended only to be treated with no empathy, I wasnt even given the correct advice regarding my case,the branch never informed me that I needed to fill out any forms or report it to the police and the consultant had the audacity to assist another client while she was still busy with me. Upon calling the ***** department again to ensure my online services where suspended I was told I needed to fill out some forms and submit it to the ***** department as well as report it to the police.Eventually I submitted all necessary documents to the ***** department.After several calls to the ***** department I was told I will receive feedback within 7 days,14 days and 3 to 6 weeks.I got frustrated with the different responses that I was receiving from the ***** department and of course they treated this case with no sense of urgency. I then called the action line to complain and my case was fast tracked. I received an apology for the poor service I was receiving aswell as the different responses from the ***** department. Last week Wednesday I got a call from Mr Elson Mashaba to find out what occurred on the 1st of August. I confirmed that my banking details are very private and I don't divuldge this information to anyone,I also confirmed that I did not receive any email links which I clicked on for anyone to hack into my online banking services.Mr Mashaba stated that Absa was only able to retrieve R350 from the person who transferred money from my account.He said my case will be handed over to head office and I will receive feedback on Friday latest Monday regarding the outcome of the case and if I will be refunded the full amount.I tried contacting Mr Mashaba on Friday but I couldn't get through. Early Saturday morning I noticed an amount of R350 was reflecting in my account.I then called Mr Mashaba,only to be told there was an outcome but it hasn't been communicated.Absa has denied my claim and I have been a victim of *****/crime.Apparently it is the responsibility of the customer to keep their banking details safe and there is nothing further they can do from their side.Absa being a massive banking institution doesn't have an insurance against online *****.Why is it the consumers responsibility when these online apps are provided by the banks and why is the person who enriched themselves **********ly protected at my expense?All this whilst I was asleep doesn't relate to me protecting my banking details in any way or manner.I firmly believe the banks credibility to ensure client safety is severely being compromised.. I make this statement based on the fact that the bank would not reveal the identity of the client who hacked onto my account from day 1 even after the police case was opened... Suffice to say that the client had withdrawn all the funds. If Absa bank cannot or will not protect my funds as a loyal customer, I will never recommend Absa to anyone.