Not a secure bank

I do not find FNB to be a secure bank. I recently got a new debit card, which I have NEVER used for an online transaction. I never gave any banking details telephonically and never entered the CVV number anywhere, yet my account got hacked. My complaint with them is not that it got hacked, but that I never received a one-time PIN request or an SMS for this transaction, I only saw the money went off my account because I had logged in to check something. FNB has notified me that the fault is not on their side and that they are unable to return the amount that was hacked. This feels like an inside job, I have never used this card's number and it is always in a secure place. They are also no longer responding to my follow-up emails requesting more information from them.