FNB and ********** same WhatsApp group!!!!

So disgusted and disappointed by the service I got from FNB. My account got hacked in November 2019 and funds were withdrawn from my account. I was told Someone was appointed to investigate my case. She called me two weeks after I reported the case and asked a few questions about the ********** transactions on my account and if I had my password saved on my phone. She then promised to forward me her email so I can send her the ***** documents together with my case number. I waited and waited and nothing from her. I decided to send her an email again in January as I could not reach her on work telephone. Long story short transactions were airtime, ewallet, card less services and some funds were sent to a Capitec account. I was told that the capitec account was blocked and will be investigated accordingly. Today after back and forth emails with the lady investigating my case I get a letter that the bank will not be paying back the money taken from my account as there was not proof that my FNB app pin was changed. This came as a shock because same day of the ********** I tried logging into my account and I was logged out. I then sent the lady an email requesting a proof that my banking app Pin was not changed. She instead sent me a list of transactions made from my account as if that did not appear on my bank statement. So I asked her did they investigate who the capitec bank account belonged to and HER RESPONSE was * Correct the account belongs to an individual, hence you’re required to open a case at the SAPS for ******** investigation* I’m shocked by her response because FNB as my bank they are also responsible for making sure that my money is safe. So basically she came to this decision without even investigating who’s the account holder of the capitec account. I’m disappointed .