Terrible service and security from FNB

Card ***** at FNB. In July my mom was the victim of card *****. She reported an unauthorized Uber transaction on the 11th of July and her card was cancelled. Two weeks later, however, more money was spent on her account, this time at Dehoek toll plaza. She has been to the bank 4 times since the 11th, and phoned the ***** line. After many assurances she lost money again last night. Again the toll plaza. During a visit to the bank this week, it turns out they never cancelled the card untill the 27th! They "hot stopped" it, but then the money lost again last night. She has also not received a cent of her money back yet.