Policy Over Common Sense!

I went to the shop yesterday and forgot my phone on the counter. When I went back for it, it was gone. The owner of the shop was kind enough to go through his cctv footage and found footage of a young lady that added my phone to her shopping bag after paying with a FNB card. He gave me a copy of her card slip so I can try and find her and ask her to bring the phone back. I phoned FNB with the slip information and asked them to contact her as I would have preferred not to involve the police, but FNB refused to do this as policy dictates that they need to have permission from the client to enter her profile. I understand privacy, but I was not asking for information, merely that the bank, that already has her information, give her a call, but policy and the inability of the people that work there to make a decision, has now led to a young lady, facing a possible ******** record. Not that I want to approve of any ******** behavior but I belief that if FNB contacted her, they would not have violated her privacy and avoided involving the police. If this is the way that FNB looks after their clients...