There should be rationale thinking before reasoning are provided to clients

I was highjacked first in July 2021 and in the process was forced to open my banking app and transact ewallet of R3k, the money was withdrawn whilst still held at gunpoint, when I enquired (though I don't have the details of my call, I was told there's nothing they can assist with), unfortunately was highjacked again in March 2022 and the same happened, this time I called FNB and managed to speak to ***** dept and a case was opened but was closed saying I compromised my pin, and that I should have reported the matter before they could withdraw the money. Worst reasoning I ever came across probably my entire life. They can see the transaction, if need be there's a report of that highjack from the tracking company and the insurance, but I should have compromised my life for R3k whilst I could not for a car worth hundreds of thousands and personal assets worth Tens of thousands. I give up on FNB