FNB Atm ***** pathetic service

Words can describe the pathetic service I have received from FNB. On the 5 May 2018 (Saturday) my card was swallowed at the FNB ATM at the Engen garage on the crner of ontdekkers and main road. After that 2 transactions went off of R1250 and R1000, but as per FNB notification not at the same ATM. After transactions went through I tried to get through to FNB ***** department it took me !!40 minutes!! what the hell are they staff doing there, guess going to lunch all at once, pathetic. After a woman opened my case, she didnt even mention anything about claim letter that I need to submit to FNB, I only found out about that when FNB sent me an automated sms reminder saying we are still waiting for your claim letter which was this week (14 May). Sent an email to FNB ***** department and get that claim form that I need to submit, 24 hours passed no reply (as expected). I found the claim form myself of the internet, thank you very much. And today I get a reply from FNB regarding my case, that they will not reimburse the transactions, because basically I am reliable and also told me that my card wasnt swallowed it was ****** from someone. Really, FNB? You are basically calling me an idiot and you should be the one monitoring your atms and making it safe for your clients to use it, because you never know when you will be a victim of *****. Thank you so much for no help at all and my biggest regret is that I joined you 5 years again.