Bad service

My dad JR Rikhotso age 74 was de*****ed at the ATM an amount of r1900.00 on the 19th of October he immediately went inside the branch to report the matter and his card was not stopped he was later called the branch same day to come get card stopped which was done when he returned the second time ( which makes me wonder what would have happened if he had more money in his account) then a ***** claim was logged for him (reference ********** 9- ********** 15) and to date he has not received any feedback. I have called the ***** department twice and on both occasions didn't get any joy instead I was mislead with information that my dad would be called back on the 14th of November and nobody has called him. Called in and I spoke to a lady by the name of Dimakatso today (15th November) whom I advised at the beginning of the call that I'm calling on behalf of my dad and advised she could speak to him to do a security check however I would like to takeover the call to understand why it's taking so long to get the claim finalized. She spoke to my dad and then asked to speak to me. She told me she is referring the claim to the admin department (I thought this was already done last week at least when I called in to follow and was told that FNB is having a backlog that is why no feedback has been received...shocking) when I asked her what's the turn around time she picked up that I was getting frustrated and she quickly TOLD ME I DO NOT HAVE SIGNING POWERS ON MY DADS ACCOUNT SO I SHOULDN'T BE FRUSTRATED CAUSE THIS IS NOT MY ACCOUNT. (WOW another shocker) All Good and well it not mine but is that how FNB handles it's ***** claims. I know r1900.00 is a drop in the ocean for FNB but it's a lot of money to my old and get such service is really shocking. I asked to speak to someone superior she put me through to the customer care line who advised I need to speak to ***** not them. I understand there's a backlog at FNB ***** department but to be sent from pillar to post like that is unacceptable. Can someone call my dad on (084) ********** with feedback before I take this even further.