FNB DOES NOT CARE!!

I am so disappointed with FNB! On 30 January 2020, a ********** transaction went off my Mother's FNB account. Someone purchased goods from an online store called Adidas US Online store. The first amount that was debited was R346.27 and it was immediately followed by an amount of R2711.08. Same online store, same day, minutes apart. My mother immediately called the bank to inform them that ********** transactions went off her account, a few minutes after she received the notification on her phone. She was given a reference number and was informed that the ***** Department will look into her case and that within 4-5 working days she will be provided with feedback on this case. This she was informed by a lady named SONWABO, who answered her frantic call. Today is the 17th of February and she still does not have feedback. She has been calling the ***** Department countless times, and she was made to hold for hours until her airtime ran out! My Mother is a pensioner and she cannot afford to be de*****ed of an amount of R3053.35! As if this was not enough, she has to spend money on airtime to call FNB just to know what's happening! My mother has never purchased anything online for that matter, she does not know how to do that. And for her to be de*****ed so easily, speaks volumes about FNB's security systems. Why did someone manage to use her account to buy online? How did the person get her CVV number? My mother was only assisted with getting a new card, but she is still R3000 poorer! FNB does not care, my Mother is highly stressed as she does not know if she will ever be refunded her money. FNB, what does "HOW CAN WE HELP YOU" mean if you're unable to assist a pensioner who is beyond herself with worry because someone just decided to use her account to purchase goods on a platform that she is not even fami**** with? Come on, you can do better than that! Please call my mother and give her progress on her case and please tell her when she will get her money back and stick to the deadline!