Fnb loyalty for what

4 weeks ago my cellphone number was cloned by ********* who were able to access my account and withdraw all the money i had in there R730, I only got to realize that i was cloned when i got to the ATM to withdraw money and it said i had no funds in the account, i then tried to login to my mobile app only to find that my cellphone said no service, i took out the sim card placed it back and still it said the same thing got home still it was saying the same thing then i used another phone to contact vodacom and told them about this and was advised that my service was moved , bought a new sim card did a sim swap got my number back and only to find that my number was hacked and that was *****. reported it to fnb and today i received a letter from FNB stating they will not be paying back my money. I have been with this bank for over 15 years and its the first time i have such an issue but here i am now with the bank ive trusted with my money telling me i will not be refunded for ********** committed