Theft within fnb system

I recently ordered a new card from FNB. Before I received the card there was a ********** transaction - so the theft was by someone in the FNB system - and FNB are not refunding me the money ******. And to top it off, apparently the letter detailing the result of my ***** claim will be emailed (haven’t received that yet and it’s been a few weeks) or posted. Presume the letter is in the mail. Great choice by an organisation wanting its clients to do all banking online. I’m beyond disappointed and disillusioned by FNB who profess to take banking security seriously yet in my experience they are happy for their employees to steel from their clients. I wonder how often this happens!