FNB ***** line pathetic service

Today something bad happened, my dad was contacted by a person claiming to be from FNB half way thru the conversation he gave the phone to me as he could not understand what she was saying. I spoke to her and she said she was phoning from the ***** line and someone tried to take money out of his account, this has happened before and my dad asked them to stop this. So I told this lady this happened before and she ever politely explained she is going to help that this does not happen again, long story short, she was so sly and I ended up giving her the pin. So obviously this I know is my fault as I should have never done this. Straight after I put the phone down I did not feel right so I phoned the FNB ***** line, I was holding on for more than 15 minutes before someone picked up the phone. The money only went off the account 5 minutes after holding on for the ***** line. So my question to you is this. If someone took the call earlier then they would have been able to stop the cards before those people could have taken the money? They only took R2550 which does not seem much to you, but for a 68 year old in todays life it is a lot. I have refunded him the money, as I take responsibility for this, but please if there is a hotline that one is supposed to phone in cases of *****elent actvity, maybe you should have enough staff that can pick up the phones. This lady also was not very friendly.