FNB *****

I am so disappointed as to how FNB handles ***** cases, on the 31st October my card was cloned at the ATM first the app wasn't working which meant I had to now purchase airtime to contact FNB to report but your call Centre was to busy my airtime finished I then had to purchase airtime for the second time waited again to be assisted eventually when I did get through I explained twice I have being ******, may I add on two different calls I repeated the same thing .. please call me back if the call cuts the second call I managed to give my ID number and explain what happened but before anything was discussed my airtime finished and no one called me back but just canceled my card the next day I go to the bank explain everything they say call the ***** department so I did spoke to someone in the call Centre who gave me forms to fill out and the forms I received was incorrect sent to the UK branch anyway I wasn't aware at that time and did what I was told a week later I call back to see what's going on and they say there is no case nothing reported finally after explaining my self again I received the right forms, filled them in and submitted I received a reply with a case number a week later still no reply I call in they say that the admin department only received it on the 6th November so 15 working days from then I will get feed back I then explain that is unfair as your team member gave me the wrong forms but still I had to wait. After waiting the full 15 days I get a reply stating that I will not be refunded because my account was shoulder cloned and that I was assisted. Firstly I was not assisted and where is the break down of what happened your ATM asked for a cellphone number and pin when the card was inserted so I just assumed its a new safety rule. secondly the ATN should have cameras and should be able to see I did not withdraw the money the card also never come out the ATM but according to FNB it wasn't swallowed where is the proof you cant just say these things without explaining this is peoples hard earned money the email also stated that I reported it after 17:00 and the transaction took place 16:50 but FNB failed to write that it was there fault that their workers didn't provided the service employed to do so therefore the card was canceled. I was told to contact the call Centre should I have any queries but that is just another waste of my time I deserve my refund because your system failed allowing people to be able to clone cards and manipulate the system so it asks for cellphone number first .