FNB ***** Complaint

I opened an FNB account in November 2017 to transfer my savings from my usual bank which is Capitec, I did this with the knowledge that FNB was good when it comes to savings and so I opened a savings account and Transferred R20 000. In 2018, on the 27th of January I was ****** while I was in a Taxify from Maboneng going to Auckland Park, my sister and I were in the backseat, the driver stopped at a red robot and the doors suddenly swung open, the driver was held at gun point, my sister and I were pointed with knives as our bags were taken. My bag contained my cellphone, house keys and some cash to pay the driver. As you can imagine my trauma, I then went to the police station to report the crime the next morning. I also went to insurance and also did a sim swap and used a small phone to stay in contact with relevant people. On the 1st of January I received an sms saying money was withdrawn from my FNB account, this came as a shock to me because I knew nothing about this transaction. I then went straight to FNB Melville to report this and find out whats happening. They told me money was withdrawn via EWallet in amounts of R1,500 multiple times per day since the 29th of January. I was flabbergasted by this because I had not received any notification of this activity and I lost money worth R12,000. I reported the issue to Mr Thulani Mthembu and he said they would investigate and I should return after 21 days. And 21 days later I was there again to find out the progress, I waited there for almost 2 hours while he "called" the ***** department and continually said "Something like this has never happened before". I did not receive help on this day and I was told to come back after 30 days as they are still investigating. Once again 30 Days later I was there to find out and he once again called the ***** department to check the progress and once again I did not receive any help. I then went home disappointed and thought let me give them more time. After a few months I decided to call the ***** department myself, after waiting for an hour on the line I was finally assisted and after supplying my details they said they had not received my case and knew nothing about it, which was surprising to me because I had been going back and forth to FNB Melville and was repeatedly told that the ***** department is investigating, as you can imagine I was thoroughly frustrated. And so only in April did they begin investigating my case. After multiple questions being asked over and over again, I received a response on the 10th of May saying that they will not help me because the FNB banking App was used to access my account and make transactions. They went on to say that it was my own fault because I disclosed my credentials to the person who made the transactions. How would I be able to do that when I was ****** and a knife was held to me and my cellphone was ******. When I opened the account and told to download the app, I was told that the FNB app is impenetrable and I always used a password and fingerprint to access the banking app. So how was another person able to penetrate it so easily. I further wrote to the FNB Ombudsman on the 21st of June and they also did not help me at all.

Kindly Please Assist