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What would you like to know about this?
Are you asking if the bank should automatically reimburse?
Well, they may or may not have different policies. They could be investigating. It is impossible to say really.
There are no magic wands with things like this.
You can complain to the Ombudsman if they don't replace it long term although obviously they are only liable if their security measures have failed - for instance, the persons concerned didn't have her pin.
Failing that you could sue at the small claims court. They may well just cave in then as it is not really cost effective for them to defend actions like that.
Can I clarify anything for you?
That doesn't mean they won't. It just means they are investigating. Usually does take them a short time.