FNB ***** department very unhelpful

My partner was hijacked and kidnapped yesterday, the kidnappers took his phone and wallet. He was held at gun point and told to handover his passwords and pin. When he managed to get away he called me and asked me to call the bank FNB and block all his cards, cellphone and internet banking. I just exactly that, the lady from the ***** department said that everything was blocked yet this morning when my partner went to the bank he found that only his cards were blocked and not his online banking so the ********* were still making transfers...very disappointed in FNB