FNB agent called to tell me they won't be helping me as my card was skimmed, If I don't like what she says I must take it up with the Ombudsman

I've been a loyal customer since 2009! However this time I was a victim of ********** activities. I woke to an incontact message that says "R544.00 paid from chec a/c... *** ********** Ref. Purch Life Grand Caf. 27mar 00:00" First of all my incontact messages come in as (example)R273.00 reserved for purchase @ Pick n pay. Not Eft!!! That already was suspicious so I immediately cancelled the bank card and I received a call from ********** 997 at 07:47 am 27Mar a very hostile cold call from Rebone Marota who had no interest who maintains that she did an investigation and came to a conclusion that I used my card+pin then cried wolf! HORRIFIC! She tells me FNB will not assist me and that she'll send me a doc to submit at the ombudsman if I'm unhappy! She was so cold and mean the whole 9min when I kept explaining that I have used my card that Sunday and its still in my wallet there's no way I could've managed to swipe the card in Soweto then drive to Waterfall then ack again in Soweto where I swiped the card again that same night unless I flew to all these locations on a broom stick!I then asked the purpose of her call which she BOLDLY tells me it is notify me that FNB will not involve itself and I'm liable for the charges incurred because I was careless!!! Eventually I hung up as she lacked empathy and has no idea what customer service is all about, also I did not find this agent qualified to be doing her job she is rude &cold !!!I did my own investigation and the restaurant sent me a copy of the receipt that shows a MasterCard was used although I have a visa card! A clear ********** act and FNB didn't even bother to check their facts before calling me holding me responsible for this *****!