Disappointed

So on the 7.05.2020 I went out and left my phone. Around 11:37 a transaction for R500 to payfast Cell C was done, around 2 o clock I reversed the transaction and blocked my account and card. I call FNB and was told by an agent that someone compromised my card. mind you my card is with me and I never lost it. On how the OTP was approved I don't know. My ref number is ***. On the 15.05.2020 I receive a letter from them saying 'We regret to inform you that we are not in a position to accept liability for the cost/s incurred and have no alternative but to hold you responsible for the transaction/s debited to your account on 7 May 2020 to the value of R500.00. • inContact messages were sent and delivered to the cellphone number registered for inContact. See Conditions of Use below • This card was registered with "Verified by Visa" via your secure FNB Online Banking Profile • In order for this transaction/s to be processed, an OTP (One Time PIN) is required to be entered as final approval and verification for the transaction to be authorised. 2020/05/07 . ...7848 PAYFAST*Cell C TOKAI ZA 500.00

The Transaction was done in Tokai and when I check on the internet Tokai is in Western cape and I am staying in Johannesburg Soweto. I have never been to that place in my life. Why would FNB alert people about ***** then we go ahead and do it. I have a feeling the person who sent me the email has never lost money before in their account. FNB has disappointed me and I have mixed feelings on continuing with them. But one thing I know they wont care on whether they lose a client or not as they know a new one will come.