Such rude behaviour and a terrible attitude FNB

I received an sms from fnb stating that they have noted 3 suspicious transactions on my account. They asked me to Reply Y if I was aware of these and N if not. I rep**** with N and they informed me that someone from the ***** department with contact me. Soon after I got a phone call from Kwezikazi from fnb working in the ***** deparymemr. Now I am expected to pay for a new card even though it is not my fault that FNB allowed ***** to occur on my account. The consultant keezikazi was SO RUDE TO ME!!! Such a terrible attitude when I am going through distress with me having to verify the last transaction as if I was the one who stole from my account!!! Even when I complained to her telling her that she was being rude- no apology whatsoever! She was not interested at all in hearing about my challenges- I expect an apology and a sincere one at that!! Why should we always be disrespected at FNB? Such rude behaviour!