Terrible service

On the 14th December my Mother's FNB debit card was cloned. Two amounts R 1446.78 and R 1476.28 came off her account. These amounts were reserved on her account thus leaving her account overdrawn. She immediately went to FNB Vaal mall and contacted the ***** division in the bank. She was issued with a new card and informed that her money will be returned to her account in five working days. She checked her account on the 20th December and her money was not back in. She again went into the bank and was told that it would be in soon. She then again checked on the 28th December (7 working days) and found again that her money was not in and not only that but that her debit orders were now coming off and bouncing. She contacted the ***** division again and was on hold for 25 minutes. The ***** DIVISION!! A consultant eventually answered and my Mom was told that her "case" was still with their admin department. The consultant informed my Mom that they were short staffed and that she'd only possibly get her money back in the second week of January 2019. When my Mom asked who would pay her bank charges for her debit orders that were rejected and her overdrawn account the consultant basically said that she did not know and couldn't answer that question.

Now I ask you, HOW at the busiest time of the year where I'm sure card cloning and theft is at its highest that FNB's ***** department is understaffed???? Why was my Mother not informed that it can take up to a month for her money to be back in her account so that she could make alternate arrangements for her debit orders so as to not incur further charges?

Lastly, my Mother and Father are ex staff members of FNB. My Father worked 37 YEARS for FNB until he retired and my Mother 12 YEARS! This treatment is entirely unacceptable! They've only ever banked with FNB. This has entirely ruined my Mom's Christmas. Her account is now -R 1112.00. FNB's service in this regard is shocking and I'd like to see this resolved ASAP.