***** case - waiting for help from FNB

My husband and me are clients since 8 years - with personal and business accounts. On Tuesday I was victim of a ***** case (ewallet) and I contacted FNB immediately and opened a case at SAPS. FNB asked for the case number and affidavit. Both I mailed to them but I do not receive any feedback since then e.g. about the ATM being used. I only got a general mail that no refund will be given and that the information about the ATM is confidential. Why is it confidential when I know the number of the ATM where the money was taken (was told from FNB) and I just ask for the location of the ATM? The telephone number used for the ewallet is a Vodacom number without identification records. I think there is a responsibility of the bank as well, making sure that telephone numbers cannot be re-used for ***** cases again or in the first place making sure that only registered telephone numbers with ID, name etc. can be used. For ***** cases there must be any kind of insurance? My mails are ignored and I am upset that I don`t receive help from FNB. So I lost money, shall not be refunded and the ********* go on with their methods?