fnb ***** investigation unhappy with outcome.

on the 27th May last month my card was swallowed at a fnb branch while my wife was using my card. later a r3000 was withdrawn from my account. I contacted fnb a logged a complaint and after a lot of calls I was informed last week that my case was captured wrong. Monday I phoned again and was informed they are not liable for the costs as the transaction happened before I cancelled my card. obviously it would happen before I could cancel my card as I only saw the withdrawal on my fnb app. fnb informed me that my card pin was shoulder surfed maybe but the funny part is how is this possible if my wife did not even put in a pin? the card was swallowed before she could even put in the pin. The letter also states that a transaction can only occur with a pin number and that maybe it was shoulder surfed and again how is it possible because that atm is enclosed and no pin was entered by my wife. please I need to know if this transaction was used with a pin or not because in your letter you dont state that this is the case. I am a client of fnb for a very long time and I feel like this is totally unacceptable. this investigation happened without even calling myself or wife to ask what happened. please I need my money back as I do not have any money due to fnb can not safeguard my money. my reference nr is ***