Disgusted by ***** Investigation service!!

There should actually be a no star option for this level of service from FNB. It's just been going from bad to worst to ridiculous to nauseating! Apart from experience received my fiance'also now have ****py experience. He was a victim of card cloning two weeks ago - morning of 25th Feb after 7am he received an sms to say R3000 was withdrawn from his b/account at 12.30am that morning - he was no where close to a atm that time of the morning but sound asleep in bed - he obviously immediately notified FNB and they cancelled his card , logged an investigation only to be told 7 days later that he's claim has been denied/declined/or whatever the hell you call it because 1. You were in position of the card and pin at the time 2. Cloning normally happens on credit cards not debit chipped cards.....etc. ARE YOU SERIOUS??!! Mind boggling how a financial institute can not know that debit cards CAN be cloned and the chipped part only makes it difficult to but not impossible !? Its all over the damn internet - how can fnb not know this?! Basically telling my finance that he is lying! That for some reason ,he got up pass 12 midnight to go and withdrew money at a atm he never draw money from ,nor does he ever withdrew money this time of the freaking morning!! Should we go to the ombudsman for FNB to know what proper ***** investigation is ?! Telling a client that they are lying!! WOW! I regret ever getting my fiance to switch to fnb in the first place!! We both will be switching banks soon! Disgusted by this level of respect and client service received.