Bad help from fnb ***** line

I am waiting for outcome of my case then switching banks!!!! After an sms that money was withdrawn from my account all of my money i reported it. with no response from fnb i phoned on day 5 to hear i have to wait another week. i was told money was drawn at onther banks atm and i had my card with me at all times. after asking them what i should do or do they refund it after they see it was ***** i was told no. but speaking to another bank was told it should be refunded as it was ****** from my FNB account. Can not wait to leave this bank as it is the second time something like this happend.