FNB loans department

So I was the victim of complete identity theft they phoned me and I don't know exactly what they wanted from me but they had my ID number telephone number and four days after the phone call they hacked my Gmail account from somewhere in the United States. Needless to say, I live in South Africa. So this resulted in a complete do over I changed my banking details. First I went to FNB and told them and they put me online with their ***** department who in no uncertain terms told me straight out they could not do anything for me unless someone committed ***** on my account. If I leave it and wait for ***** to be committed I lose my whole salary. So next best option open up a new account, which I did. So now the snag comes I have to transfer all the orders from one account to the other, my funeral policy was easy but then it came to my loan. We had to contact the FNB loan department. I sat in the FNB branch and watched them transfer the woman that helped me three times and every time she was told that they could not help her, please do remember she was on the phone with the loans department, and they could not help her change the account details where the loan must be deducted. So she told me it would just be easier to let them contact me. So the next day I received an email from the FNB loans department, they are asking for the account details where the loan must be deducted, I must send it to them via email. I inform them that I cannot share my banking details via email because this is the very email account that got hacked. This morning I received an email from FNB loans department completely shutting me down saying if I cannot provide the details they cannot help me, not even offering another option or actually picking up a phone and saying oaky lets do it this way and to top it all of they don't even contact me under the right name but they contact me under my daughters name who has an account that is linked to mine. The debit order for the loan is suppose to go of on the 16th and it takes what? 5 days for a change of account to take effect, who are the going to charge extra or penalise if the details are not changed in time?