***** and no help from FNB

One the 26 Jan I received a call from the bank stating that they can see I am not doing online purchases and that a R3000 purchase will go off, so it popped up on my app and it kept on giving me a time out error and not even the private banker on the secure chat assisted me to stop it from going through. The bank claimed that I gave an OTP no for all 4 transactions which I did not as the lady who phoned new my card number and my account number. Affidavit was done the same day all were submitted, today I received a letter stating that I will not be reimbursed of the R12000 I have lost. Why will I report such *****, drive like a mad thing to the branch because no one on the secure chat wont help if I stole my own money...... This is not acceptable...