Still Disgusted

So FNB responds to me, quite smugly again I must add stating that because I received an SMS at 19:42pm and apparently only reported the ***** and cancelled my card at 19:52 or so they will not refund my money as apparently I took too long to respond and that I should go to the Ombudsman. As soon as I received the SMS that 3000 was drawn from my account I tried to call the ***** line, I have proof on my phone. Apart from the ridiculousness of this time period, I called at 19:44, 19:45, 19:49 and 19:50. FNB records all calls right? So while I was listening to electronic prompts telling me that I must wait because all agents are busy, I am apparently to blame? Eventually I had to call customer care to get through. So because FNB could not answer immediately (please do check your records Mr smug so called ***** investigator) I am not entitled to get my money back? I will take it further and shall further ask for punitive damages. Absolutely disgusted.