BAD SERVICE FROM FNB FIRST NATIONAL BANK

On the 25 April 2018, in the morning I went to FNB 60 main ATM (Gandhi Square, Jhb) to withdraw some money. When I get there I insert my card inside one of the atm's and punch in my pin then all of a sudden the screen went blank and there were no further options on the screen to assist me in retrieving or getting my card back . I kept on trying to cancel my card but it was just stuck inside the machine. I then received an sms notification that the total amount of R2050,00 is being withdrawn from my account. At that time there was no one to help me, not even one security at the branch to at least assist me. I then called FNB Ewallet Department for assistance cos I know their number, then they transferred me to ***** Department where I was assisted by the guy by the name of Tumelo Khatite, who cancelled my card and took all my statement and then gave me a Case/Ref No. 409040 and told me someone from their branch will call me for further investigations. Then on the 26 April 2018, I went to the bank to be issued a new card. The following week on 03 May 2018, I called the ***** Department to check the progress of my case and I spoke to some guy who sent me Cheque and Debit Card ***** Claim Form via email, and ask me to complete the form and then email it back to them. I did as I was requested and email the form back to them, the very same day. Then today, the 09 May 2018, I called them again to check the process as usual and I was told they won't be able to refund me because my card was not retained by the ATM and was ****** by someone that may have interrupted me or offered me assistance at the ATM when my pin was "shoulder surfed", of which is totally irrelevant from my statement. I'm the one who was involved in this incident but now it looks like they know more that what I have experienced on that day or was this maybe an inside job as this sometimes happens everywhere in our country nearly everyday. How could a huge bank like FNB or any bank operates without a security. Early this year a man has been ****ed right in front of those ATM's at the very same branch but nothing has been done yet. Even now if you go there, or use binoculars from far away...there's absolutely NO SECURITY!!! In other other words, FNB is doing this on purpose, knowing their friends (******s) will come rob us of our money we worked so hard for and share with them hence they are on the same "whatsapp group". How could they dodge my case like this and how many cases they have dodged already??? I also called the Complaints Department for further assistance and I was also turned me off. I have all their correspondence archived on my PC. Since they don't know "HOW CAN THEY HELP US" then will "MOVE FORWARD" with other banks. Kindly assist me!!!!