****** at ATM bank refuses to refund!!!

My husband was ****** at an atm. All of R5, 000 was withdrawn from the account!! I lodged a claim with fnb regarding the incident the day after. First of all it took 7 attempts to get the paperwork through to them as all the email details on THEIR forms are incorrect! After trying another day to send it to *********** call center agents they finally confirmed receipt. I received NO feedback and had to call them to confirm the status. I was told by a very stand offish Lucy that my claim will not be refunded as my husband showed the ******s the pin??!! The cards were switched. Then where is the card that was switched at the atm as we have NOTHING!! Really!! While they confirm the money was ****** from the account they refuse to refund while I know of hundreds of other people who were refunded. Is it because this claim is high? We are not a bank? We cannot afford the loss of R5000. That was our rent money!! Is the bank not insured by such claims? They feel no recourse but we cannot recover from this loss!! To say I'm upset is an understatement. So the victims in this country just never get ANY justice. Till today I have received NO feedback from FNB! Disgusted & hurt.