First national bank

My dad was ****med money early this year, hes card was cloned den he quickly when to fnb to report the matter as soon as a R3000 was withdrawn in his card. Along the way R25000 was also taken, at fnb his card was closed but no refund was made or freezing the entity that took his money bcs the people who stole the money used yoco machine to swipe the money to their machine, I spoke to yoco and they said the money is not yet into the persons account and they removed that person after my complain and we can ask the bank to do a charge back in order for my father to get his money back. The bank assistant didn't want to help me regard to that and told him there's nothing like that, the only thing that my father should do is to open a case and they will investigate. Fnb can back a R3000 to say that's the only refund he can get.

How is that?