Fnb is a ****

My dad was ****med 24k from his account cause of this sim swap **** that’s happening around now he got a call from them telling him that they won’t refund that money for what reason i don’t understand…clearly it falls under ***** so why aren’t you refunding that money?? Worse part it was in his 32days account so why isn’t the money being refunded??? Is there a relevant department that we can escalate this ??