Shocked and appalled by FNB service after over 30 years of loyal support.

Firstly on the Secure chat - you get logged out after only 3 minutes of no reply. If the agent you talking to doesn't reply to you within 3 minutes you get logged out and have to start from the beginning with a NEW agent - terrible terrible terrible!! Secondly, I had a ***** case number which I received as soon as I cancelled all my cards through FNB very soon after my phone was ****** and my Virtual Card used to draw money and spend money. I had an affidavit from the Police station done soon after the incident which proves my phone was ****** and money taken from my FNB account. FNB don't want to refund my money that was ****** from me because they say my device was used behind a secure login. These guys who stole my phone are complete hackers and managed to hack my phone and jam my car locks to get into my car and ***** my phone. How can FNB not support me in this matter. I have been with FNB for over 30 years, and now you don't want to support me with all the evidence I have given. I am shocked and appalled by this service. You should warn people that you will not support them if they have a Virtual Card on their device - this should be clearly stated on all your platforms!!