FNB unreliable service

My daughter was ****** her handbag, inside there was a wallet with bank card, I'd card and license. She went and block the card in the ATM however R11500 was taken from her account. WHY THERE IS OPTION TO STOP THE CARD IF IT DOESN'T WORK??? WHY THERE IS A DAILY LIMIT IF ****S CAN TAKE OUT SO MUCH WHILE SHE HAVE ATM LIMIT OF R3000 PER DAY? FNB IS A **** ITSELF!!! They keep saying they are investigating now they come back said they are not going to pay her back. FNB YOU ARE RESPONSIBLE FOR THIS LOSS, HOW A PERSON IS ABLE TO CHANGE SOMEONE USERNAME??? IT IS CLEAR THAT YOUR SYSTEM IS ****! And now you are charging her her for bounced debit order. IF YOU DON'T FIX THIS WILL BE SEND TO YOUR OMBUD.