Been told money has to be forfeited

On the 30 April 2015 at about 05h50am my dad went to the bank (Std Bank Hayfields Pietermaritzburg) to draw some money. His bank card was swallowed and he tried phoning the emergency line to stop his card but the phone just rang. Within 5 minutes my dad got a sms notificatication saying that all money was withdrawn from his account. He waited for the bank to open and he reported it. He had to open a ***** case and even go to the police station. He was then told to contact the bank after 10 working days. On Friday the 15th May he went to the bank and spoke to Meheng on nr *** and my dad was told that he had to forfeit his money because he didnt stop his card. My dad told this person that he tried but the phone wasnt answered. (He has the number on his phone showing that the number was dialled). Now how can my dad forfeit his whole months salary even after being told by the bank that it was *****. My dad relies on that income. It was not his fault that the help line did not answer the phone to stop his card. What about insurance, do banks not provide this for cases like these? I think this service is atrocious. Why cant they help a elderly man.