***** on my account

I laid an atm dispute on the 22nd of november due to my balance being cleared from my account. Fnb ***** department went through an investigation and determined it was *****. This whole incident happend while i was at work. When i contacted the lost and ****** department the consultant failed to explain to me why the card had to be cancelled immediately. She also failed to inform me that i would not get my money back if the card was not cancelled as soon as possible. I was only able to cancel my card a few hours later in my lunch time when i went to the fnb branch. I received feedback from the ***** team informing me that im liable for my own balance because i did not cancel the card immediately. The amount was R2240.00. Im a single mom of 2 kids i fell behind on my rent and will be kicked out soon. My kids will not be having a christmas this year due to what happend. This was the fist time i experienced ***** on my account and i was not knowledgeable on what i needed to do. At the time i was so shocked and numb i could barely even think straight. im so stressed out. The guy in the ***** department was so rude to me and he made me feel so small. Ive been a customer with Fnb for many years and never have i experienced such terrible service. What is also strange to me is that when i spoke to the branch manager at the Fnb branch in port side cape town on the 23rd of November and i was informed that even though i received a message that funds was withdrawn from my account at an ABSA atm it shows on their end that purchases were made online. ( the supervisor and a consultant confirmed this information to me as well)So that made me quite confused as the results of the ***** department came out completely different to what i was told. The ***** department said the card was ****** and information was shoulder surfed??? How am i able to trust a company who is not giving me accurate information. I put my trust in them to protect my money. It was their responsibility to put security measures in place to avoid these things from happening. I know my bank is insured. They can afford to pay my money back. Its is money that i work so hard for and its at the sacrifice of not seeing my kids. The fact that i had to wait so long for the investigation to complete and now to be told that im not getting my money back is disgusting. I want everyone to know how terrible Fnb is. The have no heart no compassion and they are inconsiderate. If this is the way they treat their customers then i no longer want to be a part of them.