********** account activity brushed off as customers fault

R2000 was **********ly withdrawn from my mom's account. No sms notification was received for the transaction. On enquiry on the matter we were told that the transaction shows that the customers card and pin were used to withdraw the money at an Absa ATM in her neighbourhood. More generic reasons were given in defence of their system and cards, one of them being that a chipped card cannot be cloned. Wasn't that what they believed was the case with strip cards? They did not take anything we said into consideration anything that we said except that the card was in my mom'said position at all times. The case was also not considered because they "couldn't link it with any other reported ***** cases". I asked for a record showing the customers previous withdrawals from any none FNB ATM, which they failed to deliver. I also asked them to show us the footage from the atm were the ********** transaction took place and they failed to do so.

With their failure to produce any evidence that supports their reasons for not taking responsibility for the ***** they still declined the claim and couldn't atleast show us the footage so we could see the person who withdrew money from an ABSA ATM without the bank card.

It's been a year and a few months since the beginning of the complaints process with FNB and the banking Ombudsman thereof. They both gave the same reasons for denying the application and gave the same generic reasons as well.