FNB - Useless

So I had to log a ***** case where I had 4 transaction go off each R4999.99 so Nearly R20 000.00 while in hospital. I logged a ***** case as soon as I saw this on my phone. When I logged this ***** case these transaction were still showing it was in a pending status. Now mind you I have 2way authentication enabled with biometrics enabled. So no1. how did they get these transactions approved? no.2 How if they approved this from another device was it even possible as you would need to go into fnb to register the device? So the feedback I got was they will not give me my money back. This is absolutely bull****. We pay services and fees but with no service delivery. I would rather bank with a bank that can deliver on their promises