Frustrated- FNB ***** department NOT qualified to do their job

I reported a *****ulent transaction on my account and logged this with the ***** department. I received feedback, that they are unable to refund me the ****** money. I am clearly livid by this response as my 12 year old son was able to pick up on the FNB app that SOMEONE accessed my account !! So if the "so called qualified experts" are unable to pick this up- how can we trust them with our money. I have worked in the financial Industry for many years and am appalled by the service I received by the ***** department and the way this investigation was handled. I need them to provide me with proof that an OTP was in fact sent to me... To anyone reading this- YOUR FUNDS are not safe...