***** case not investigated properly

I went to the HillFox FNB ATM to synchronize my new card on the 26 Feb., I got an sms that my card is synchronized at 0816, but my card did not come out of the atm - it was swallowed by the ATM. Same time at 0816 I received an email notification about a withdrawal from my account, I immediately called FNB to report this. my card was blocked and a case of ***** was opened. now FNB is telling me that they are not liable and will not refund me, because my card was blocked at 0823 - after the transaction took place. can FNB tell me why their call centre is taking forever to answer the phone? can they tell me from which ATM my money was withdrawn. can FNB explain how can my card be at Hillfox ATM @ 0816 and money be withdrawn from another ATM with the very same card at the same time 0816

Please give this information as I would like to go open a case with the police and I will take my bank account else where