Unacceptable handeling pf a ***** case

My father has been a customer of yours for 20+ years & for the last couple of years a private banking customer. In April his banking app got hacked and the 'assistance ' he received from this bank has been more than pathetic. Firstly instead of phoning him to check if the transactions that was done in the early morning, and preventing anything else from happening, you send him an sms to phone the bank. Seriously? Thats a joke! Other banks will phone the customer the moment unusual transactions are taking place on the account. After that you actually send him to the SAPS to report it? Other banks do not require that, they actually have a department that deals with *****, do their own investigation and refund the customer with in weeks and also keep them up to date as to what is happening. It is THREE MONTHS later and he got about 2 phone calls from ABSA regarding the matter and still no refund or idea as to what is happening. In the meantime he is being charged interest on an overdraft that he didn't even use but was part of the money that was ******. How can someone go and change a customers phone number and the other details for their account and gain access to the account? Do you not have proper security measures in place to prevent things like that from happening? But with a beneficiary add that he had no knowledge about makes you wonder if this was not an inside job. And lastly please do explain what this banks definition of a private banking customer is? You charge more for this 'service' yet it is non existent. He didn't even want to phone his 'banker' for assistance cause it will only be a waste of time. She seems to be uninterested in assisting from previous experiences.